Final Exam Flashcards
Appreciation Messages
written to recognize, reward and encourage the receiver
send in a timely manner
avoid exaggerated language that is hardly believable
make specific comments about outstanding qualities or performance
Persuasive Claims
assume that a request will be granted only after explanations and persuasive arguments have been presented
Routine Claims
assume that a request will be granted quickly and willingly without persuasion
Adjustment Messages
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Resale
a discussion of goods or services already bought
Sales Promotional Material
statements made about related merchandise or service
Form Messages
fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral
Acknowledgement Message
a document that indicates the order has been received and is being processed
Extending Credit
- open by extending credit and acknowledging shipment of an order
- indicate the basis for the decision to extend credit and explain the credit
- present credit policies
- communicate a genuine desire to build a strong business relationship
Procedural Message
- begin each step with an action statement to create a vivid picture of the employee completing the task
- itemize each step on a separate line to add emphasis and to simplify reading
- consider preparing a flow chart depicting the procedures
- complete the procedure by following your instructions step by step
- ask an employee or a colleague to walk through the procedures
Introductory Paragraph
avoid empty acknowledgements of the obvious avoid tipping off the bad news too early avoid starting too positively so as to build false hopes compliment point of agreement good news resale review gratitude
Writing the Bad-News Statement
- position the bad news statement strategically
- use passive voice, general terms, and abstract nouns
- use positive language to accentuate the positive
- imply the refusal when the receiver can understand the message without a definite statement of the bad news
closing positively
- deemphasize the unpleasant part of the message
- add a unifying quality to the message
- include positive forward looking data
benefits of constructive criticism
- communicator gets a feeling of having exercised a responsibility
- management learns of changes that need to be made
- modifies techniques and thus is more successful
Breaking Bad News
- convey bad news as soon as possible
- give a complete rational explanation of the problem
- show empathy
- respond to the feelings
- follow up
Persuasion Strategies
- plan before you write
- know the product, service, or idea
- know the receiver
- identify the desired action
- use the inductive approach
- Apply sound writing principles
sound writing principles
- keep paragraphs short
- use concrete nouns and active verbs
- use specific language
- let receivers have the spotlight
- stress central selling point or appeal
Unsolicited Sales Message
a letter, memo, or email message written to someone who has not requested it
Solicited Sales Message
has been requested by a potential buyer or supporter
How to gain attention
- personalize experience
- soution to the problem
- startling announcment
- what-if opening
- question
- story
- proverb or quote from a famous person
- split sentence
- analogy
- introduce a relationship
- focus on a central selling feature
- use an original approach
Introducing the product
- be cohesive
- be action oriented
- stress a central selling point
subordinate the price
- introduce price only after creating a desire for it
- use figures to illustrate that price is reasonable
- state price in terms of small units
- invite comparison of like products
introduction
- captures attention and involves the audience
- establishes rapport
- presents the purpose statement and previews the points that will be developed
Body
- provide support in a form that is easy to understand
- provide relevant statistics
- use quotes from prominent people
- use interesting anecdotes
- use jokes and humor appropriately
- use presentation visuals
- encourage audience involvement
Close
- commit the time and energy needed to develop a creative, memorable conclusion
- tie the close to the introduction to strengthen the unity of the presentation
