To improve readability and comprehension through white space,
a. use approximately 20 or fewer words per sentence.
b. construct paragraphs consisting of 12-15 printed lines.
c. develop long paragraphs.
d. avoid the use of topic sentences on shorter paragraphs.
Answer:
If you have any further questions, please do not hesitate to call me is a professional way
to close a refusal message.
a. True
b. False
Answer:
Preprinted forms are useful for reporting repetitive data.
a. True
b. False
Answer:
Once your résumé is submitted to a company, the first reader of it may be a computer.
a. True
b. False
Answer:
All businesses deal with unhappy customers at some point, and they typically follow
this pattern in these situations: call the customer, describe the problem and apologize,
offer an explanation and resolution, and
a. follow up with a message that documents the phone call and promotes goodwill.
b. suggest a face-to-face meeting to resolve any remaining issues.
c. come to an agreement on a refund or compensation.
d. provide resale information or promote products and services.
Answer:
Many organizations are using virtual teams to exchange ideas and make decisions.
a. True
b. False
Answer:
In a job acceptance letter, your tasks are
a. accepting the position, asking for clarification as needed, and expressing
appreciation.
b. thanking the interviewer for the interview and job offer and accepting the position.
c. confirming your acceptance, reviewing salary and benefits, and affirming the start
date.
d. noting the job offer date, specifying the job acceptance date, and agreeing to the job
start date.
Answer:
When communicating face-to-face with a person from another culture, you can always
assume that the other person is understanding your ideas if he or she smiles.
a. True
b. False
Answer:
Which of the following is the best example of a response when answering calls for
others?
a. Annette is currently participating in an important budget meeting with our board of
directors.
b. We’re not really sure where Annette is right now, but she’ll return your call
immediately whenever she gets back.
c. Annette has run down to the ladies’ room for a few minutes, but she should be back
soon.
d. Annette is away from her desk, but I will give her your message when she returns.
Answer:
As the human resources director for your company, you must give a presentation to the
company owners about the staff demographics in each of your company’s two locations.
What organizational pattern would be best for you to present your data?
a. Chronological
b. Simple/complex
c. Value/size
d. Geography/space
Answer:
Which of the following most effectively reduces resistance and builds desire?
a. If you are worried about booking a tour with us, please know that our European
walking tours were rated the safest and best planned in the industry.
b. Join one of our European walking tours this summer for an unbelievable cultural
experience.
c. Going on a walking tour of Europe is fun.
d. Our travel company knows Europe and is eager to show it to you.
Answer:
Which of the following sentences demonstrates the best writing?
a. Enclosed please find my résumé.
b. Our committee will analyze the proposals on Monday.
c. Finding an acceptable solution will be easier said than done.
d. This new paradigm shift will impact all employees.
Answer:
Well-designed documents enhance readability and comprehension and
a. make readers think the writer is a well-organized and intelligent person.
b. guarantee reader acceptance.
c. increase the intelligence level of the reader.
d. avoid the use of white space.
Answer:
When you use the AIDA persuasive approach, your first task is to gain the reader’s
attention (A). Which of the following represents your second step, or “I” tasks, of
AIDA?
a. Describe the benefits a product or service offers and make rational or emotional
appeals.
b. Include details of your company’s reliability and reputation.
c. Grow more excited about your product and yourself as a salesperson.
d. Identify a proverb or famous quotation.
Answer:
Proofreading includes which of the following tasks?
a. Improving content and tone
b. Fine tuning sentence and paragraph structure
c. Correcting spelling, grammar, punctuation, names and numbers, and format
d. Determining whether the message should be written using the direct or indirect
organizational pattern
Answer:
Which of the following best avoids a long lead-in?
a. Yes, we will send the information you requested.
b. This is to advise you that we will send the information you requested.
c. You may be interested to learn that we will send the information you requested.
d. I am writing this letter to inform you that we will send the information you requested.
Answer:
Some of today’s employers often use applicant tracking software to sort and evaluate
résumés. Which of these steps will maximize the “hits” your résumé receives from this
kind of software?
a. Describe your experience, education, and qualifications in general terms.
b. Avoid abbreviations and acronyms, especially those related to the job title.
c. Include a keyword summary that highlights your qualifications and experiences.
d. Focus on nouns that describe your skills and qualifications.
Answer:
Which of the following statements uses an action verb to highlight an aptitude?
a. Competent in creation of multimedia presentations
b. Mastered QuickBooks Pro accounting software in 20 hours with minimal instruction
c. Ability to develop innovative and interactive Web pages
d. Adaptable to changing work environments
Answer:
Use an emotional appeal when the
a. product is expensive; long-lasting; or important to health, security, and financial
success.
b. product is inexpensive, short-lived, or nonessential.
c. reader is comparing similar products from other companies.
d. reader has a college education.
Answer:
Individuals can be sued for negative comments made online.
a. True
b. False
Answer:
Business reports vary in length, purpose, and delivery format.
a. True
b. False
Answer:
A(n) ____________________ is a group of sentences about one idea.
Answer:
Jorge must inform Samantha that she is not eligible to have an August vacation for
which she recently applied. Which of the following sentences best demonstrates the
“you” view Jorge should use in denying Samantha’s application?
a. I have not approved your August vacation because you applied too late.
b. We didn’t receive your application early enough for the August vacation schedule.
c. Although the August vacation schedule is full, you may qualify for a vacation in
September if you apply now.
d. The August vacation schedule was posted in May. You should have consulted it
earlier.
Answer:
Which of the following represents the best business writing?
a. We regret that we are unable to accept you as a credit customer at this time.
b. You will never be sorry that you opened a checking account with our bank.
c. We cannot accept the returned merchandise because it is not resalable.
d. You can return all resalable merchandise for a store credit.
Answer:
When you write a purpose statement for a report, you should use action verbs.
a. True
b. False
Answer:
Working with people from other cultures will require tolerance. One of the best ways to
become more tolerant is by
a. practicing empathy.
b. increasing your individualism.
c. encouraging ethnocentrism.
d. knowing your communication style.
Answer:
What do most business writers use as the first sentence in a paragraph?
a. Supporting sentence
b. Transitional sentence
c. Topic sentence
d. Pivoting sentence
Answer:
All of the following are goals for a business writer who must communicate bad news
except to
a. project a professional image.
b. convey empathy and sensitivity.
c. be fair.
d. prove that the customer is wrong.
Answer:
The benefits of voice mail include eliminating unnecessary chit chat, telephone tag,
inaccurate messages, and
a. time zone barriers.
b. the need for written messages.
c. the necessity of a cordial, friendly greeting.
d. prompt responses.
Answer:
The purpose of a summary of qualifications is to present your most impressive
qualifications.
a. True
b. False
Answer: