BCOM Exam 2: Ch. 6,7,8 with Complete Solutions

good news message - ANSWER-message that convey pleasant information neutral news messages - ANSWER-messages that are of interest to the reader but are notn likely to generate an emotional reaction deductive sequence - ANSWER-when the main message begins with the main idea followed by supporting details claim - ANSWER-a request for an adjustment routine claim - ANSWER-messages that assume that a claim will be granted quickly and willingly without persuasion persuasive claim - ANSWER-messages that assume that a claim will be granted only after explanations and persuasive arguments have been presented adjustment messages - ANSWER-messages that are fair responses by businesses to legitimate requests in claim messages by customers resale - ANSWER-a discussion of goods or services already bought sales promotional material - ANSWER-statements made about related merchandise or service routine requests - ANSWER-messages that assume that a request will be granted quickly and willingly, without persuasion persuasive requests - ANSWER-messages that assume that a requested action will be taken after persuasive arguments are presented acknowledgement messages - ANSWER-a document that indicates that an order has been received and is being processed opening - ANSWER-states a pleasant or the main idea body - ANSWER-provides details and explanation closing - ANSWER-reminds the receiver of the good news or main idea and includes a future-oriented closing thought SOP : standard operating proceedure - ANSWER-ex: received a claim for under $225 and its approved RFI : request for information - ANSWER-what is your laser printer like RFP : request for proposal - ANSWER-i like your laser printer, we want 500 of them but we want you to redo them so they can point further RFQ : request for quote - ANSWER-this is how much it'll be, we can make your request happen fair credit reporting act - ANSWER-a federal law that provides consumers the right to know the nature of the information in their credit file and gives them other protections when they apply for and are denied credit goodwill - ANSWER-think of mattress mack inductive approach - ANSWER-goal is to deliver bad news with goodwill habit 5 - ANSWER-Seek first to understand the person channel choises - ANSWER-1. in person 2. video conferencing 3. phone call 4. dont hide behind email 5. bad news by twitter or facebook (1-3 preferred) problem with written word - ANSWER-often misunderstood -writing styles -grammar use -culture -language barriers wishy washy - ANSWER-cant make up greener pastures - ANSWER-better job with more benefits persuasion - ANSWER-the ability of a sender to influence others to accept his/her POV AIDA - ANSWER-the four basic steps of the persuasive processes, including gaining attention, gathering interest, creating desire and motivating action central selling point - ANSWER-the primary appeal on which a persuasive message focuses