When making a claim by using online customer support

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Chapter 4 Study Guide Questions.pdf

6 )   Which type of format is most often used for routine requests ?
A ) Persuasive
B ) Good news
C ) Direct
D ) Indirect
E ) Implicit
Answer:  B )   Direct
7 )   If your audience will not understand your request without knowing the context , what type of organization should be used ?
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8 )   When making a claim by using online customer support , what information should be provided first ?
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9 )   What is the advantage of writing with a " you " perspective ?
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10 )   When writing a message , you determine audience benefits by analyzing ___ _ _ ___.
A ) which positive outcomes you are most likely to achieve if you do not divulge all the available information to the audience
B ) the positive outcomes for you if your readers comply with your request
C ) the positive outcomes for your readers if they do not comply with your request
D ) the positive outcomes for your readers if they comply with your request
E ) the positive outcomes for you if your readers do not comply with your request
Answer:  D )   the positive outcomes for your readers if they comply with your request
11 )   A " you " perspective ________.
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12 )   ________ are advantages that your audience directly receives from complying with your request .
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13 )   When would it be best to avoid using " you " in a communication ?
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14 )   In addition to an expression of gratitude , what is a typical element found at the end of a routine request ?
A ) An indication of how to reach the writer
B ) An indication of consequences if the request is not fulfilled
C ) A reminder of reasons why the request should be granted
D ) An outline of alternatives
E ) 
Answer:  E )   A call for action
15 )   Which of the following would encourage the more positive response to a routine message ?
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16 )   _ _______ benefits are advantages your audience directly receives from complying with your request .
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17 )   Which of the following is an external benefit of using the " you " perspective ?
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18 )   What type of request message would benefit from more explanation and persuasion than usual ?
A ) When confirming information
B ) When providing instructions
C ) When responding to claims
D ) When asking for a favor
E ) When granting a request
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Strategic Management: Theory & Cases: An Integrated Approach
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Chapter 6 / Exercise 4
Strategic Management: Theory & Cases: An Integrated Approach
Hill/Schilling
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8) When making a claim by using online customer support, what information should be provided first? 8) A) Name and contact information B) Where item was bought and price C) Reason for writing D) A list of product defects E) Statement of goodwill
9) What is the advantage of writing with a "you" perspective? 9)
10) When writing a message, you determine audience benefits by analyzing ________. 10)
11) A "you" perspective ________. 11)
2
We have textbook solutions for you!
The document you are viewing contains questions related to this textbook.
Strategic Management: Theory & Cases: An Integrated Approach
The document you are viewing contains questions related to this textbook.
Chapter 6 / Exercise 4
Strategic Management: Theory & Cases: An Integrated Approach
Hill/Schilling
Expert Verified
12) ________ are advantages that your audience directly receives from complying with your request. 12) A) Accusatory statements B) Statements of gratitude C) Internal benefits D) External benefits E) Calls for action
13) When would it be best to avoid using "you" in a communication? 13)
14) In addition to an expression of gratitude, what is a typical element found at the end of a routine request? 14)
15) Which of the following would encourage the more positive response to a routine message? 15)

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