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business communications > Final Exam > Flashcards

Final Exam Flashcards

1
Q

Appreciation Messages

A

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

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2
Q

Persuasive Claims

A

assume that a request will be granted only after explanations and persuasive arguments have been presented

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3
Q

Routine Claims

A

assume that a request will be granted quickly and willingly without persuasion

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4
Q

Adjustment Messages

A

.

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5
Q

Resale

A

a discussion of goods or services already bought

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6
Q

Sales Promotional Material

A

statements made about related merchandise or service

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7
Q

Form Messages

A

fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral

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8
Q

Acknowledgement Message

A

a document that indicates the order has been received and is being processed

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9
Q

Extending Credit

A
  1. open by extending credit and acknowledging shipment of an order
  2. indicate the basis for the decision to extend credit and explain the credit
  3. present credit policies
  4. communicate a genuine desire to build a strong business relationship
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10
Q

Procedural Message

A
  1. begin each step with an action statement to create a vivid picture of the employee completing the task
  2. itemize each step on a separate line to add emphasis and to simplify reading
  3. consider preparing a flow chart depicting the procedures
  4. complete the procedure by following your instructions step by step
  5. ask an employee or a colleague to walk through the procedures
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11
Q

Introductory Paragraph

A 
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
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12
Q

Writing the Bad-News Statement

A
  • 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
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13
Q

closing positively

A
  • deemphasize the unpleasant part of the message
  • add a unifying quality to the message
  • include positive forward looking data
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14
Q

benefits of constructive criticism

A
  • 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
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15
Q

Breaking Bad News

A
  • convey bad news as soon as possible
  • give a complete rational explanation of the problem
  • show empathy
  • respond to the feelings
  • follow up
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16
Q

Persuasion Strategies

A
  • 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
17
Q

sound writing principles

A
  • keep paragraphs short
  • use concrete nouns and active verbs
  • use specific language
  • let receivers have the spotlight
  • stress central selling point or appeal
18
Q

Unsolicited Sales Message

A

a letter, memo, or email message written to someone who has not requested it

19
Q

Solicited Sales Message

A

has been requested by a potential buyer or supporter

20
Q

How to gain attention

A
  • 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
21
Q

Introducing the product

A
  • be cohesive
  • be action oriented
  • stress a central selling point
22
Q

subordinate the price

A
  • 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
23
Q

introduction

A
  • captures attention and involves the audience
  • establishes rapport
  • presents the purpose statement and previews the points that will be developed
24
Q

Body

A
  • 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
25
Q

Close

A
  • 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

business communications (1 decks)

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