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The _____ statement of a business report provides a clear description of the situation
that created the need for the report.
A. complimentary
B. purpose
C. salutation
D. problem
E. hypothesis
Answer:
If you select a rational appeal as your central theme, you should _____.
A. describe your product based on what it can do for your reader
B. describe your product based on how it appeals to the senses
C. use pathos to attract consumers
D. avoid using logos to attract consumers
E. avoid specific details
Answer:
Which of the following guidelines should be followed when writing order
acknowledgement messages?
A. Begin the message with bad news if there is any.
B. Focus on the delay of an order and emphasize that it is your company’s fault.
C. Include information about new products, services, or opportunities for the reader.
D. Refrain from mentioning a delay if it is due to unexpected reasons.
E. Avoid wasting time in building goodwill and stick to the main point.
Answer:
Which of the following is true about purpose statements?
A. Purpose statements are not used when the problem statements are stated in a
business report.
B. Infinitive phrases are avoided when writing purpose statements.
C. Purpose statements are short constructions, consisting of one or two words, and they
merely identify the topic of discussion.
D. Purpose statements are placed at the end of business reports.
E. Purpose statements are often written in the form of a question.
Answer:
Which of the following guidelines should be followed when responding favorably to
questions in a routine inquiry message?
A. Order your answers logically or arrange them in paragraphs.
B. Make your answers stand out by responding to each question in a new message.
C. When answering more than one question, answer only the most important one.
D. Avoid telling the reader that you are complying with his or her request.
E. Avoid numbering your answers, especially if your reader numbered the questions.
Answer:
Select the best choice for the action sought in a prospecting cover message written to a
company 900 miles away.
A. Request for the job.
B. Persuade the reader to contact your references.
C. Invite the reader to engage in further communication.
D. Request for salary details.
E. Request the reader to take a suitable decision.
Answer:
How should you describe your problem in an indirect claim message?
A. The words describing the problem should express disinterest in a continued
relationship.
B. The words describing the problem should be blunt and negative.
C. The words describing the problem should provoke the reader into reacting.
D. The words describing the problem should be courteous yet firm.
E. The words describing the problem should focus on your feelings.
Answer:
Which of the following phrases is the most appropriate to begin an adjustment refusal
message?
A. Refusal of your July 7 claim…
B. Why your July 7 claim is not justified…
C. The facts concerning your request for adjustment are unclear at…
D. Requests for adjustment at this time…
E. Your July 7 request for adjustment…
Answer:
The you-viewpoint is also called the _____.
A. you-arrogance
B. you-attitude
C. you-experience
D. you-stamp
E. you-practice
Answer:
Which of the following statements is true about ill-defined problems?
A. Ill-defined problems can be solved by using a set formula.
B. There are few ill-defined problems in a well-run business.
C. Ill-defined problems are always negative.
D. Solving ill-defined problems requires analytical skill and good judgment.
E. Ill-defined problems have unique and perfect solutions.
Answer:
When using standardized forms for periodic reports, a template merge document
_____.
A. fills in all the standard parts for you, pausing to let you fill in the variable
information
B. prompts you for the variables first, incorporating them into the primary document
later
C. fills in all the variable information as well as the standard parts of the document
D. depends on your input to fill in the variables as well as the standard parts of the
document
E. will save your reader time
Answer:
Which of the following is true of how you should pursue employment opportunities and
prepare application documents?
A. You should make contact in person when the distance is not great, and the employer
has invited such a contact.
B. When you apply in person, you do not need to carry any written material about
yourself.
C. When the distance is great and the employer is not expecting your personal visit,
you should call the employer and request an appointment.
D. If you apply in person, your application should be completely in writing, typically
consisting of a résumé and a cover message.
E. Most people prefer to use a detailed cover message alone, while very few people
select the combination of cover message and résumé.
Answer:
For proposals, there is always a need for the description of what the writer proposes to
do. This description is _____.
A. most effective when put at the end of the proposal
B. irrelevant in situations where an RFP has been issued
C. the primary content of any proposal
D. most effective when it avoids the you-viewpoint
E. irrelevant in sales proposals
Answer:
Which of the following sentences best illustrates effective sales writing?
A. We’ve introduced two new flavors for the season: Juicerz Lime and Juicerz Litchi.
B. Juicerz, is now available in lime and litchi flavor.
C. Lime and litchi are the two new Juicerz flavors to watch out for this season.
D. You can now enjoy the refreshing taste of Juicerz in two new flavors—lime and
litchi.
E. Our ever-loyal customer base has grown larger after the introduction of Juicerz Lime
and Juicerz Litchi.
Answer:
Which of the following is true of the use of a strategic buffer in bad-news messages?
A. A strategic buffer is an opening that is relevant to the message but does not state the
bad news.
B. A strategic buffer is used to deliver the message directly without a preceding
explanation.
C. A strategic buffer is used to convey bad news without hurting the sentiments of the
reader.
D. A strategic buffer is an opening that is not relevant to the topic of the message.
E. A strategic buffer is used when the writer wants to avoid offering an alternative
solution to the reader.
Answer:
Which of the following guidelines should be followed when writing an order
acknowledgement message?
A. Begin with the news of the goods being shipped.
B. Use the we-viewpoint.
C. Open the message with promotional material.
D. Refrain from mentioning expected delays.
E. Avoid wasting time in building goodwill.
Answer:
Which of the following is an effective way to focus your attention as part of active
listening?
A. Judge what is being said
B. Back-channel what is being said
C. Criticize what is being said
D. Interrupt the speaker frequently
E. Discuss what is being said with the other listeners
Answer:
Which of the following should you avoid when making an adjustment refusal?
A. Beginning your message on a point of common agreement
B. Spending time on a strategy that gives a factual and positive explanation for your
refusal
C. Directly informing the readers of their mistakes that led to the refusal
D. Maintaining a positive, forward-looking, and friendly tone
E. Refusing clearly and positively, perhaps including a counterproposal
Answer:
If you are seeking only one piece of information in a routine inquiry message, you
should _____.
A. begin the message with a specific question
B. open the message with an expression of thanks
C. write the message using the we-viewpoint
D. avoid using the active voice in writing sentences
E. use clichés that sound positive to build goodwill
Answer:
Which of the following phrases in a résumé is not in the same parallel grammatical
form as the others?
A. Developed marketing materials
B. Coordinated employees’ schedules
C. Communicated with vendors
D. Was responsible for training employees
E. Organized a charity softball event
Answer:
The primary means by which organizations solicit proposals is the RFP. RFP stands for
_____.
A. requested financial proposition
B. regulations for proposals
C. request for proposals
D. request for price
E. rules for proposals
Answer:
Which of the following is a good practice when conducting meetings?
A. The leader of the meeting should encourage the few people who talk a lot to
dominate the discussion.
B. The meeting should be unstructured and unplanned for flexibility and to allow the
free flow of ideas.
C. There shouldn’t be any time constraints on discussing topics so that the group
members can take their time in making a decision.
D. After a key item has been discussed, the group must summarize the information that
has been covered and concluded so far.
E. The leader of the meeting should penalize those participants who talk too little.
Answer:
Which of the following is true about managing emphasis in a sentence?
A. Short sentences carry lesser emphasis than long, involved ones.
B. Beginnings and endings of business messages are particularly good places for using
long sentences to emphasize your content.
C. A long closing should be used in business messages to ensure that the reader is left
with an important final thought.
D. If a sentence contains two ideas that are equally important, the ideas should be
joined with “and” to give them equal emphasis.
E. If a sentence contains two ideas that are equally important, one idea should be
subordinated to the other.
Answer:
How does the delivery of a web presentation differ from that of an actual presentation?
A. In a Web presentation, a speaker makes use of visual aids to assist him in his
presentation.
B. In a Web presentation, a speaker delivers the presentation from a desktop using a
microphone.
C. In a Web presentation, a speaker makes use of verbal cues to gauge the audience’s
understanding.
D. In a Web presentation, a speaker varies the presentation depending on the response
of the audience.
E. In a Web presentation, a speaker makes use of vocal emphasis for the understanding
of the audience.
Answer:
The _____ is the report in miniature.
A. executive summary
B. title page
C. table of contents
D. transmittal message
E. title fly
Answer:
Which of the following best illustrates an ill-defined problem?
A. How to calculate the annual profits of a company
B. How to calculate the money left in a department’s budget
C. How to count the number of hours an employee stays in the office
D. How to communicate a dip in profits to a company’s stakeholders
E. How to fill in a monthly production report
Answer:
Proposals differ from reports in that proposals _____.
A. use the we-viewpoint
B. use prefatory material
C. present information in a useful form
D. are intentionally persuasive
E. use the direct approach
Answer:
Which of the following is an example of external-operational communication?
A. Discussions held by the senior management to determine the goals and processes of
a business
B. Orders and instructions issued by supervisors to employees about handling irate
customers
C. Discussion between the CEOs of two companies regarding a possible merger of
their companies
D. Employees’ reports concerning sales, production, inventories, finance, and
maintenance
E. Messages written by employees to their supervisors regarding the progress of their
work
Answer:
Examine the following sentence taken from a report. Which relationship is established
by the transitional phrase ‘similarly” with its preceding content?
“Similarly, Crompton has outstanding qualities.”
A. Contrast
B. Cause-result
C. Likeness
D. Explanation
E. Elaboration
Answer:
Which of the following sentences is the best example of the use of concrete words?
A. Sally scored poorly in her last exams.
B. Sally fared poorly in her last exams.
C. Sally’s last exams did not go very well.
D. Sally did not fare well in her last exams.
E. Sally got 20 points out of 100 in her last exams.
Answer:
The drive for action in the close of a sales message _____.
A. should take the reader through the steps of what he or she must do
B. should only hint at the desired action
C. should never be followed by a postscript
D. must not use hard-sell tactics by urging immediacy
E. is unnecessary if the rest of the message is well written
Answer:
If a user finds it difficult to think of terms to broaden his or her search, he or she must
_____.
A. eliminate citations with a particular term
B. retrieve citations that contain only the search terms without variations
C. look at the keywords or descriptors of the items that have already been identified
D. refrain from using Boolean operators
E. use the NOT operator
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