Deck 9: Persuasive Messages

Question 1

Reminder stickers are one technique that may be used in the appeal stage of collection.

Answer 1

False

Question 2

The indirect plan is used to put the receiver in the proper frame of mind to accept information that might be objectionable.

Answer 2

True

Question 3

If you know about your product or service (strengths, weaknesses, and markets)when writing a sales message, it not necessary to know about the competition.

Answer 3

False

Question 4

The number of steps in each collection stage should be consistent from customer to customer to ensure unbiased treatment.

Question 5

In a sales letter it is more likely that the receiver will develop interest in a product or service if general statements of the benefits, not specific statements, are used.

Question 6

Persuasive messages will be viewed as neither positive nor negative by the receiver.

Question 7

A sales message is the most common persuasive message in external communication.

Question 8

"More is better" when using numbers, facts, and testimonials as proof of benefits; it will increase the receiver's interest in your message.

Question 9

t is critical to maintain the receiver's goodwill in a collection message in the warning stage.

Question 10

A simple request should use the direct approach, but a complex request should use an indirect approach.

Question 11

A persuasive message is a communication in which you try to change the opinion of the message's receiver.

Question 12

The desire section of an indirect plan for persuasion asks the receiver to take immediate action.

Question 13

Many times a sales letter will not use a salutation.

Question 14

Recommendations can be submitted at all organizational levels.

Question 15

A call to action ends most persuasive messages.

Question 16

By using the you-viewpoint in a persuasive message, you involve the receiver in the topic and stimulate their interest.

Question 17

The fault is disputable in a special claims message.

Question 18

A harsh reminder may alienate the customer who intended to pay on time.

Question 19

Giving the receiver a deadline by which to take the desired action makes you appear pushy.

Question 20

An effective persuasive message tells the receiver the negative consequences that will be realized if he or she does not take the desired action.

Question 21

Which of the following is the best closing for a persuasive request?

A) If you are unable to chair this committee, let me know so I can contact someone else about the job.
B) If you are willing to lead this group, please let me know at your earliest convenience.
C) Please call me at 555.394.8704 if you are willing to lead this task force.
D) Please e-mail me your response at [e-mail] by April 24.

Question 22

How does a special claims letter differ from a routine claims letter? Why is the indirect plan used for special claims letters?

Question 23

Which of the following is the proper sequence for a persuasive message using the indirect plan?

A) Action, Interest, Attention, Desire
B) Attention, Desire, Interest, Action
C) Attention, Interest, Desire, Action
D) Interest, Attention, Desire, Action

Question 24

Which of the following comments best describes a collection message in the appeal stage?

A) It is a reminder for a customer who forgot to pay.
B) It is not concerned with customer goodwill.
C) It is written from the writer's points of view.
D) It uses the indirect persuasive outline.

Question 25

Which of the following is NOT a good opening for a persuasive request?

A) Are you interested in hiring competent, motivated individuals?
B) I would like you to apply for the financial analyst position that is open in our department.
C) Meeting you at the grand opening of the Ronald McDonald House last week was a pleasure.
D) Your work on the Thompson project was excellent.

Question 26

The sender of a special claims letter does not need to convince the receiver that a refund is appropriate.

Question 27

Which of the following statements about collection messages is INCORRECT?

A) Messages in the reminder stage are not considered persuasive.
B) Messages in the warning stage are not concerned with maintaining a customer's goodwill.
C) The number of steps in each stage may vary.
D) The writer of a collection message in the appeal stage should not mention a customer's reputation or credit rating.

Question 28

One danger of using gimmicks to get the receiver's attention is they may be seen as misleading and cause the receiver to react to the message unfavorably.

Question 29

Which of the following methods should NOT be used to capture attention in the opening paragraph of a persuasive message?

A) Use of a hyperlink
B) Use of a rhetorical question
C) Use of an interjection
D) Use of color

Question 30

Describe the three stages in which collection messages are written and why they use different organizational plans.

Question 31

What are five techniques that may be used in sales messages to gain the receiver's attention?

Question 32

Describe the indirect plan, including all parts that should be used for persuasive messages in business communication.

Question 33

The correct order of the three stages of collection messages is

A) appeal, warning, reminder.
B) reminder, appeal, warning.
C) reminder, warning, appeal.
D) warning, reminder, appeal.

Question 34

How can a receiver's negative reaction to the desired action be overcome?

Question 35

What is one way that a sales message differs from other business letters?

A) A sales message may contain inaccurate information.
B) A sales message may emphasize your competitors' strengths.
C) Sentence fragments may be used in a sales message.
D) The you-viewpoint is not important in a sales message.

Question 36

Receivers of all requests will need to be persuaded to take action.

Question 37

Which of the following situations requires a special claims message?

A) A shipment of 20 glass vases to be used at the company holiday party arrived two weeks prior to the party. Upon unpacking the shipment, you found that six of the vases were broken.
B) A two-year subscription was ordered in April for both Inc. and Money magazine. It is August and your office has not received a copy of either magazine.
C) Your company paid $3,000 to send three employees to a training session on the new version of PeachPit accounting software. The vendor canceled the training session and rescheduled it at a time and date when your employees cannot attend.
D) Your company recently purchased 15 laptop computers for executives who travel frequently. After two weeks of use, four of the executives indicated that the batteries do not hold a charge for more than an hour.

Question 38

Which of the following is NOT a persuasive message?

A) Collection
B) Employment
C) Invitation
D) Recommendation

Question 39

The opening of a persuasive message should be brief and positive.

Question 40

The three stages of a collection message are progressively more persuasive.

Question 41

As the loan officer for Brighton National Bank, you processed a home loan four months ago for James and Lance, two former college roommates. They purchased a foreclosed home, which they planned to fix up and sell to pay off their college loans. Two months ago Lance was laid off from his job. As a result, the income stream they planned to use for the remodel has decreased significantly, and they have not been able to finish the remodel and put the home on the market. They are now two months behind on their mortgage payment. Write a collection letter requesting they bring the amount owed current. The outstanding balance is $8,473.18. Add any necessary details.

Question 42

Melinda Carlyle is a professional fundraiser. She recently contracted to raise money for Camp Courageous of Iowa so they can build another building that will house 40 campers. Her fundraising proposal is to approach all gas stations within a 50-mile radius of Monticello, Iowa, and ask them to contribute 3 cents per gallon for each gallon of gas sold at their station during the month of June. Look up Camp Courageous of Iowa on the Internet for information on the camp and the services it provides to use in your sales letter.

Question 43

The economy of the United States as well as the economy of your state has been booming during the past year.Your state has a $30 million surplus in its budget.Your state government is exploring programs that could best use this surplus.As a student, write a form letter that could be sent to your state legislators recommending that a portion of this surplus be used to reduce tuition 5 percent at all state colleges and universities.Add necessary details.

Question 44

The business students on your campus would like to start a chapter of Students in Free Enterprise. In order to have a student organization on campus, an instructor must agree to serve as the club advisor. Write a letter or e-mail to your business ethics instructor, James Solheim, asking if he would agree to serve as the club advisor. Add necessary details about the organization and how the students, the school, and the community would benefit.Additional information on SIFE can be found at HYPERLINK "http://www.sᵢfₑ.ₒᵣg/" http://www.sife.org/.

Question 45

Eighteen months ago you carpeted five rooms in your home.The carpet was top-of-the-line and cost $14,750.Within the first two months the carpet began to wrinkle.You contacted Munson's Carpet, the firm that sold you the carpet, and it sent an installer to restretch the carpet.The carpet looked good when he finished; however, one month later you noticed other wrinkles in the carpet.Munson's Carpet sent an installer to restretch the carpet once again.During the past 18 months, this procedure was repeated five times.You asked Charles Munson, the owner of Munson's Carpet, to contact a sales representative for the manufacturer to inspect the carpet in your home.After inspecting the carpet, the sales representative stated that the carpet has a bad backing.He is unwilling to replace the carpet because the one-year warranty has expired.Write a letter to Mr.Munson requesting that his firm replace the carpet at no cost to you.