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Bcom 8Th Edition Lehman Test Bank Full Chapter PDF
Bcom 8Th Edition Lehman Test Bank Full Chapter PDF
MULTICHOICE
(B) Memorandums
(C) Claims
Answer : (B)
Answer : (D)
Answer : (D)
4. Mary, a team leader, wants to share information about a new bonus scheme with her team
members. In this scenario, which of the following sequences should Mary follow to structure the
good-news message?
Answer : (D)
(A) The body of a message reminds the audience of the main idea and includes a future-oriented
closing thought.
(B) The closing thought of a message is always omitted as it often leads to misinterpretation of the
intended message.
(C) The first sentence of a message mentions good news, making the audience more receptive to the
details that follow.
(D) A message begins with supporting details and concludes with the main idea to help the audience
understand the message.
Answer : (C)
6. Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation
policy according to which each employee is entitled to twelve paid vacation days every year. In this
scenario, which of the following approaches should Edwin use to deliver the good news?
Answer : (A)
7. Which of the following is an example of a good practice when sending a good-news message?
(A) Dave, a manager at Wizzware Inc., organizes his message such that the main idea is presented at
the end.
(B) Ava, a manager at Auroville Inc., conveys positive news to her employees using a direct
approach.
(C) Sameer, a manager at GreenMove Inc., ensures that he does not stress on the main idea of his
message.
(D) Zaiba, a manager at BayWave Corp., delivers positive news to her employees without providing
additional details.
Answer : (B)
8. Which of the following managers is displaying good practice when sending a good-news message?
(A) Ron, a manager at Techwhiz Inc., organizes a message regarding a pay bonus such that the main
idea is presented at the end.
(B) Angelina, a manager at Ahoma Inc., writes a job promotion message to an employee starting with
the main idea, followed by an explanation.
(C) Rohan, a manager at Olympiano Technologies Corp., briefly notifies his employees about a paid
vacation policy without providing additional details.
(D) Anjali, a manager at Balvania Corp., indirectly informs her employees about reduced working
hours and organizes her message inductively.
Answer : (B)
Answer : (D)
Answer : (B)
(A) avoid sending the message within a few days of the circumstance.
Answer : (D)
12. Which of the following is true of persuasive claims?
(A) They assume that a request will be granted only after explanations have been presented.
(C) They posit that a petition will be approved quickly and willingly, without convincing.
(D) They are accorded willingly, and therefore a forceful, accusatory tone is inappropriate.
Answer : (A)
13. Smith recently purchased a DVD player that began causing problems while still in its warranty
period. Smith wrote to the manufacturer of the DVD player requesting a replacement. He asked for
an adjustment before providing an explanation, assuming that the claim would be granted willingly.
The message written by Smith is an example of a(n) .
Answer : (C)
14. Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The
retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n) to
the retailer to request for a replacement of merchandise.
Answer : (A)
16. Which of the following is a difference between routine claims and persuasive claims?
(A) Routine claims are organized inductively, whereas persuasive claims are organized deductively.
(B) Routine claims require justifications for a request, whereas persuasive claims do not require
justifications for a request.
(C) Routine claims do not require a forceful, accusatory tone, whereas persuasive claims require
arguments to be presented.
(D) Routine claims present the main idea at the end, whereas persuasive claims start with the key
point, followed by supporting details.
Answer : (C)
17. To give a routine claim the emphasis it deserves, the message must:
Answer : (A)
18. reminds customers and clients that they made a good choice in selecting a company with
which to do business, or it reminds them of the good qualities of their purchase.
Synergy (C)
Reclaim (D)
Consensus
Answer : (A)
19. refers to statements made about merchandise or service related to goods or services
already bought.
Answer : (C)
20. Which of the following is a difference between subtle sales messages and direct sales messages?
(A) Subtle sales messages are never included in adjustments, whereas direct sales messages are
always included in adjustments.
(B) Subtle sales message include persuasive arguments, whereas direct sales messages do not
include persuasive arguments.
(C) Subtle sales messages have a good chance of being read, whereas direct sales messages might
not be read at all.
(D) Subtle sales messages discuss goods or services already bought, whereas direct sales messages
include statements about related merchandise.
Answer : (C)
Answer : (B)
Answer : (C)
Answer : (A)
Answer : (D)
Answer : (B)
Answer : (C)
Answer : (B)
29. Which of the following is true of replies to requests for credit information?
Answer : (D)
30. Which of the following guidelines should be followed when extending credit?
(A) A credit applicant must be notified of the credit decision within 10 days of receipt of the request.
(B) The party granting the credit should not disclose the terms of the credit agreement.
(C) The credit aspect should be emphasized more than the acknowledgment of an order.
(D) The basis for the decision to extend credit must never be indicated.
Answer : (C)
31. Which of the following exemplifies a good practice when writing a letter extending credit?
(B) Amar emphasizes the acknowledgment of the order more than the credit aspect.
(D) Tim avoids indicating the basis for the decision to extend credit.
Answer : (C)
32. are the most frequently used methods of communicating standard operating procedures
and other instructions to employees.
Answer : (A)
TRUEFALSE
33. Neutral-news messages are not likely to generate an emotional reaction from receivers.
(A) True
(B) False
Answer : (A)
(A) True
(B) False
Answer : (B)
(A) True
(B) False
Answer : (B)
36. Because you expect persuasive claims to be granted willingly, a forceful, accusatory tone is
inappropriate.
False
Answer : (B)
37. Businesses want their customers to communicate when merchandise or service is not
satisfactory.
False
Answer : (A)
38. A routine request should use a generic closing statement to build goodwill and a sense of
urgency.
False
Answer : (B)
39. A good positive response to a routine request highlights specific answers to recipient's questions
using an articulate, concise writing style.
False
Answer : (A)
40. A good positive response to a routine request addresses audience's concerns using an articulate,
concise writing style.
False
Answer : (A)
41. Using a bullet list format in a positive response to a routine request is a poor practice.
(A) True
(B) False
Answer : (B)
(A) True
(B) False
Answer : (B)
43. When favor requests arrive frequently, a form message can be drafted to respond to the
invitations.
False
Answer : (A)
44. Acknowledgment messages are a fast and efficient way of transmitting frequently recurring
messages to which receiver reaction is likely favorable or neutral.
False
Answer : (B)
(A) True
(B) False
Answer : (B)
46. Routine messages, such as customer order acknowledgments, are written inductively.
(A) True
(B) False
Answer : (B)
47. For an order that cannot be filled quickly and precisely, companies must not send an
acknowledgment message.
False
Answer : (B)
48. A form message is a document that indicates an order has been received and is being processed.
(A) True
(B) False
Answer : (B)
49. Typically, acknowledgment messages are preprinted letters or copies of a sales order.
(A) True
(B) False
Answer : (A)
(A) True
(B) False
Answer : (B)
51. When providing credit information, there is an ethical and legal obligation involved.
(A) True
(B) False
Answer : (A)
52. Managers must take special care in writing standard operating procedures to ensure that all
employees complete the procedures accurately and consistently.
False
Answer : (A)
53. When writing a procedural message, each step must be written in the passive voice.
(A) True
(B) False
Answer : (B)
SHORTANSWER
54. Deductive Organizational Pattern
Outlining your messages to meet your receiver's expectations will increase your chances of
preparing a document that elicits the response you desire. Most good-news and routine messages
use the deductive organizational pattern. Exceptions occur when the cultural context and audience
expectations call for an alternate approach.
Messages that convey pleasant information are referred to as good-news messages. Direct good-
news messages put the good news .A. after the main idea
B. in the opening sentence
C. in the last sentence
Answer : in the opening sentence
Outlining your messages to meet your receiver's expectations will increase your chances of
preparing a document that elicits the response you desire. Most good-news and routine messages
use the deductive organizational pattern. Exceptions occur when the cultural context and audience
expectations call for an alternate approach.
Choose the correct section of the direct outline to complete the sentence.The of a direct
message restates the main point and includes a future-looking statement.
A. reflection
B. opening
C. body
D. closing
Answer : closing
Outlining your messages to meet your receiver's expectations will increase your chances of
preparing a document that elicits the response you desire. Most good-news and routine messages
use the deductive organizational pattern. Exceptions occur when the cultural context and audience
expectations call for an alternate approach.
Choose the correct section of the direct outline to complete the sentence.In a direct outline for good
and neutral news, the main idea is presented in the of the message.
A. body
B. closing
C. reflection D.
opening Answer :
opening
Outlining your messages to meet your receiver's expectations will increase your chances of
preparing a document that elicits the response you desire. Most good-news and routine messages
use the deductive organizational pattern. Exceptions occur when the cultural context and audience
expectations call for an alternate approach.
Choose the correct section of the direct outline to complete the sentence.Provide details and
explanations in the of the message.
A. body
B. data platform
C. closing D.
opening
Answer : body
Well-written messages that convey positive news, thanks, or appreciation generate goodwill. Learn
to craft effective, receiver-focused, good-news messages to improve your business relationships by
building goodwill.
When sending a thank-you note in professional situations, you should use approach and
express sincere feelings of gratitude.A. a reductive
B. a deductive C. an
inductive Answer : a
deductive
Claim messages are requests for an adjustment, such as a refund, replacement, exchange, or
payment for damages. Claim messages can be divided into two categories: routine claims and
persuasive claims.
Routine claim messages should use organizational approach to facilitate a more timely
adjustment.A. a restricted
B. a direct
C. an indirect
Answer : a direct
Requests, like claims, can be either routine or persuasive. Persuasive requests require persuasive
arguments. Routine requests do not. These questions cover routine requests and favorable
responses.
Understanding the basic organization and expectations for good- and neutral-news messages will
help you build goodwill and maintain your professional credibility in business relationships. These
questions review the basic good- and neutral-news guidelines for messages. Good- and neutral-news
messages use a direct or deductive approach.
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28
Mass. Records, iv. (1), 391.
29
Bishop, 111. Mass. Records, iv. (1), 411.
30
Bishop, Second Part, 14, 26, 30–35.
31
Mass. Records, iv. (2), 2–4, May, 1661.
32
Bishop, Second Part, 38, 39. The Declaration presented to the
King by the Quakers may be found in the Preface to Besse’s
Sufferings of the People called Quakers, I. xxx., xxxii.
33
Mass. Records, iv. (2), 24.
34
Bishop, Second Part, 52.
35
Ibid., 58, 65.
36
Ibid., 112.
37
Ibid., 90–105.
38
Ibid., 74.
39
Ibid., 68, 69.
40
Besse, ii. 259.
41
Besse, ii. 260–264.
42
Bishop, 154, 155.
43
Bishop, Second Part, 105–108.
44
Bishop, Second Part, 46, 120.
45
Besse, ii. 387.
46
“And you shewed your Spirit, who ran away from England, and
could not abide the sufferings of your purse, and a Prison, and
when you were got beyond Sea, then you could Hang, and
Burn, and Whip, God’s Creatures, and the true Subjects of
England; yet you would have the name of Christians who have
cast away all Humanity and Christianity, by your fury, rage, and
Nebuchadnezzar’s spirit; who are worse than the very Indians,
whose name stinks both among Indians and Christians, which
is become a proverb and a common Cry, The bloody Crimes of
New England, a company of rotten Hypocrites which fled from
Old England to save their purses and themselves from
Imprisonment, and then can Hang, and Burn, and Whip, and
spoil the Goods of such as come out of England to inhabit
among them, only for being called Quakers.... Are these the
men that fled for Religion all people may say, that now Hang,
Burn, Imprison, Cut, Fine, and spoil the Goods, and drink the
blood of the innocent. God will give you a Cup of trembling,
that you shall be a by-word, and a hissing to all your
neighbours.” Bishop, Second Part, 146, 147.
47
See Note 83, on the next Essay.
48
Bishop, 67.
49
Bishop, Second Part, 139. Besse, ii. 270.
50
Hutchinson, History of Massachusets-Bay, i. 223.
II.
THE WITCHES.
When the new charter arrived and the new government went into
operation, the Governor and Council appointed Commissions of
Oyer and Terminer for the trial of witchcrafts. Their action was of
more than questionable legality, as by the charter the power of
constituting courts of justice was reserved to the General Assembly,
while the Governor and Council had only the right of appointing
judges and commissioners in courts thus constituted. The Court,
however, was established, and was opened at Salem in the first
83
week of June 1692. At its first session only one of the accused was
brought to trial, an old woman, Bridget Bishop by name, who had
lived on bad terms with all her neighbors, and consequently had no
friends. She had been charged with witchcraft twenty years before,
and although her accuser had acknowledged on his death-bed that
his accusation had been false and malicious, the stigma of the
charge had always remained. Consequently all the losses her
neighbors had met with, in cattle, swine, or poultry, all the accidents
or unusual sicknesses they had had, were attributed to her spite
against them, and were now brought forward as evidence against
her. This testimony, together with the charges made by the
possessed children, who continued to reveal new horrors from day to
day, and the confessions of other women who to save themselves
accused her, was confirmed to the satisfaction of the Court by the
discovery of a “preternatural excrescence,” and she was convicted
84
and executed. The further trials were postponed until the end of
the month, and in the interval the Governor and Council consulted
the ministers of the province as to the proper course to pursue. In
their reply they recommended caution and discretion, but concluded
their advice by saying, “Nevertheless we cannot but humbly
recommend unto the government the speedy and vigorous
prosecutions of such as have rendered themselves obnoxious,
according to the direction given in the laws of God and the
wholesome statutes of the English nation for the detection of
85
witchcrafts.”
The ministers had as little doubt of the laws of England being
available for their purpose as they had of what they considered to be
the laws of God; yet it is very doubtful whether, at the time of
Bishop’s trial and execution, there was any law in existence which
authorized their proceedings. The old colonial law was no longer in
force; and witchcraft not being an offence at common law, the only
law by which their action could be justified was the statute of James
I., which must therefore have been considered as in force in the
colony. It is probable that the execution was utterly illegal. Before the
next cases were tried, the old colonial statute was revived and made
again the law of the province.
The trials were resumed in July, and were conducted in the same
manner as in the case of Bishop, but with even greater harshness. In
one case, that of Mrs. Nurse, the perversion of justice was most
scandalous. The accusations were so absurd, and her character and
position so good, that the jury brought in a verdict of not guilty. So
great, however, was the indignation of the populace, and so serious
the dissatisfaction of the Court, that the cowardly jurors asked
permission to go out a second time, and then brought in a verdict of
guilty, which was accepted. The poor woman, whose deafness had
prevented her hearing and answering some of the most serious
charges, was solemnly excommunicated by Mr. Noyes, the minister
of Salem, and formally delivered over to Satan, and, with four others,
was hanged. It was long remembered that when one of them was
told at the gallows by Noyes that he knew she was a witch, and that
she had better confess, and not be damned as well as hanged, she
replied that he lied, that she was no more a witch than he was a
wizard, and that, if he took away her life, God would give him blood
86
to drink; and it was believed in Salem that the prediction was
literally fulfilled, and that Noyes came to his death by breaking a
blood-vessel in his lungs, and was choked with his own blood.
It would be needlessly revolting to relate the details of the
subsequent trials, in which the Court, driven by the popular panic
and the prevailing religious ideas, perverted justice and destroyed
87
the innocent. Nineteen persons in all were executed, all of whom,
without exception, died professing their innocence and forgiving their
murderers, and thus refused to save their lives by confessing crimes
88
which they had not committed and could not possibly commit.
Besides those who suffered for witchcraft, one other, Giles Cory, was
put to death with the utmost barbarity. When arraigned for trial he
refused to plead, and was condemned to the peine forte et dure, the
only time this infamous torture was ever inflicted in America. It
consisted in placing the contumacious person on a hard floor, and
then piling weight after weight upon him, until he consented to plead
or was crushed to death. A nearly contemporary account relates that
when, in the death agony, the poor wretch’s tongue protruded from
his mouth, the sheriff with his cane pushed it in again; and local
tradition and ballad told how in his torment he cried for “more rocks”
89
to be heaped on him to put him out of his misery. This was the last
of the executions. The Court of Oyer and Terminer sat no more, and
in the interval between its adjournment and the opening of the
sessions of the “Supreme Standing Court,” in the following January,
90
time was given for consideration and reflection.
But it may be questioned whether consideration and reflection
would have put a stop to the delusion without the operation of
another and more powerful cause. Thus far, the accused persons
had been generally of insignificant position, friendless old women, or
men who had either affronted their neighbors or, by the irregularity of
91
their lives, had lost the sympathy of the community. But with their
success, the boldness or the madness of the accusers increased;
some of the most prominent people in the colony, distinguished in
many cases by unblemished lives, were now charged with dealings
with the devil, and even the wife of the Governor fell under suspicion.
The community came at last to its senses, and began to realize that
the evidence, which till then had seemed conclusive, was not worthy
of attention. Confessions were withdrawn, and the testimony of
neighbors to good character and life was at length regarded as of
greater weight than the ravings of hysterical girls or the malice of
private enemies. So it came about that before long those who were
not prejudiced and committed by the part they had played,
acknowledged that they had been condemning the innocent and
bringing blood-guiltiness upon the land. Even Cotton Mather, who
had been largely responsible for the spread of the delusion, was
compelled to admit that mistakes had been made, though he still