All of the following are tips you should follow when microblogging except
a. ignore spelling, grammar, and punctuation errors.
b. include only the main ideas.
c. personalize your message if possible.
d. choose descriptive but short words.
Answer:
Good speakers try to form a bond with the audience.
a. True
b. False
Answer:
Which of the following is the best advice about résumé length?
a. Because recruiters are busy, keep it to one page.
b. Because recruiters and hiring managers want to know your skills, make it as long as
needed to sell yourself.
c. Because recruiters interview applicants with two-page résumés, make it two pages.
d. Because experts are divided between one- or two-page résumé length, make your
résumé a page and a half.
Answer:
The buffer in a bad-news message to employees should
a. explain the organization’s side of the story.
b. mention reader benefits related to the reasons for the denial.
c. provide information about an alternative if one exists.
d. be a neutral or positive statement that transitions to the reasons for the bad news.
Answer:
Businesses often write appreciation messages to which of these receivers?
a. A competing business that ‘steals” a large customer order
b. Customers who write letters of inquiry
c. Employees who have suffered a recent loss such as the death of a family pet
d. Customers who complain
Answer:
The term “professionalism” refers to desirable workplace behavior.
a. True
b. False
Answer:
Which of the following message openings is the most direct opening for an e-mail
message announcing a new telecommuting plan?
a. A number of employees have asked about telecommuting options.
b. Many businesses have been implementing telecommuting programs, and we have
studied their programs extensively.
c. Rising gas prices have led many companies to allow telecommuting, and we think
this might be a good idea for our company.
d. Our new telecommuting program will begin on August 1.
Answer:
The following sentence represents an audience focus: Our product guarantee becomes
effective after we receive full payment.
a. True
b. False
Answer:
Persuasive claim messages are also called
a. inquiries.
b. adjustment messages.
c. sales messages
d. complaint messages.
Answer:
Transitions
a. should be avoided in business writing because they add unnecessary length to a
message.
b. support a paragraph’s main idea.
c. connect ideas.
d. determine the organizational strategy used by the writer.
Answer:
For international trade it is a good idea to learn and use the metric system.
a. True
b. False
Answer:
Direct quotations are often useful to provide objective data and to establish the severity
of a problem as seen by experts.
a. True
b. False
Answer:
Which of the following statement best provides constructive criticism?
a. You seem to think that you can submit any kind of work and that it doesn’t matter.
b. Your work is often shoddy.
c. Producing inferior work often causes this company to lose time and money.
d. You need to produce work that meets this company’s standards.
Answer:
Braden is preparing several success stories prior to his job interview for a sales
representative position. Which of the following scenarios would result in the best
success story for this position?
a. A story about a lemonade stand that Braden ran when he was a child
b. A story about working as part of a team in college to prepare a classroom
presentation about a company’s history
c. A story about volunteering for a local food bank over the holidays
d. A story about developing a new sales technique that increased his customer sales by
30 percent over a six-month period
Answer:
You recently chaired a team implementing new federal confidentiality requirements.
After implementation, you must evaluate each team member’s performance. Which of
the following suggestions about giving constructive criticism is not accurate?
a. Use language that focuses on improvement instead of problems.
b. To show more compassion, be as vague as possible.
c. Ask the team members for feedback.
d. Discuss the behavior, not the person.
Answer:
Which of the following openings is most appropriate for a straightforward claim letter?
a. You have sold me jewelry for three years, and you have never failed to deliver nice
merchandise in the past.
b. On April 2 I opened your delivery containing the chain (Item No. 544558-15454) I
ordered on March 1.
c. Please replace this damaged 18-inch sterling silver herringbone chain received as part
of Order No. 248-21.
d. I am very upset with the broken 18-inch sterling silver herringbone chain in your
recent shipment because I had no necklace to wear to my son’s wedding!
Answer:
Which statement about today’s workplace is most accurate?
a. Employees can expect to have more managers.
b. Very few businesses involve employees in decision making.
c. Today’s employees can expect to interact with people from many cultures.
d. Businesses use social media only to interact with customers.
Answer:
Whether your goal is to inform, persuade, or promote goodwill, the catchiest words you
can use in your business writing are “you” and “your.”
a. True
b. False
Answer:
An awareness of courtesy and etiquette can give you a competitive edge in the job
market.
a. True
b. False
Answer:
Letters are the preferred channel of communication for delivering messages inside an
organization.
a. True
b. False
Answer:
A formal writing style includes first-person pronouns, contractions, active-voice verbs,
shorter sentences, and familiar words.
a. True
b. False
Answer:
Although teenagers use instant messaging (IM) frequently, corporations do not use this
communication tool.
a. True
b. False
Answer:
Which of the following expressions is most modern?
a. Separately
b. Every effort will be made
c. In receipt of
d. In accordance with your wishes
Answer:
North Americans value straightforwardness and are suspicious of evasiveness. These
traits identify the cultural dimension of
a. individualism.
b. power distance.
c. communication style.
d. time orientation.
Answer:
Most e-mail messages and memos
a. have nonsensitive topics and begin directly.
b. require persuasion.
c. are indirect and begin with an explanation.
d. need not be carefully organized because they are informal.
Answer:
You work for a development firm and must explain to a customer the results of a
year-long study of potential sites for new stores. In what format should you develop this
report?
a. Memo or e-mail format
b. Preprinted form
c. Letter format
d. Manuscript format
Answer:
The purpose of a meeting determines the number of participants.
a. True
b. False
Answer:
To take the spotlight off the bad news, place it at the end of a paragraph.
a. True
b. False
Answer:
Online sales messages are generally much longer than direct-mail messages.
a. True
b. False
Answer:
The richest communication channel is e-mail.
a. True
b. False
Answer:
You are more likely to find errors when proofreading on a computer screen than on a
printed copy.
a. True
b. False
Answer:
Trina has just completed researching, writing, and proofreading a long, complex
business proposal for a customer. What should she do next?
a. Sit back and relax.
b. Evaluate its effectiveness by soliciting feedback from her receiver.
c. Tell her boss that she has successfully completed the proposal.
d. Reward herself by purchasing a new business suit.
Answer:
You should use sensitive language in an adjustment message in case the customer is
already upset. Therefore, which of the following provides the best advice?
a. Do not suggest your business typically pleases its customers; do apologize for failure.
b. Don’t use negative words (regret, error, failure); do use positive words (hope,
achieve, strive).
c. Do not be vague about improvements; do guarantee the situation will not recur.
d. Do not blame customers; do blame individuals or departments inside your
organization.
Answer:
Your boss is giving instructions for a new method of keeping expense accounts.
However, you find it difficult to concentrate because you think the change is
unnecessary. What type of barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier
Answer: