Car Max Announces Top Salesperson
You are the vice president of sales for a Car Max dealership in southern Florida. Top
sales people are annually recognized with Bronze, Silver, or Gold awards, depending on
the level of their sales. Sales people are recognized at an annual banquet and presented
with a certificate. The top sales person for the year is Brandon Spellman.
Required:
Write an email message to Car Max employees congratulating all award winners and
announcing Brandon Spellman as the top salesperson of the year.
Answer:
The STAR method refers to a
a. recommended format for writing a letter of recommendation: substantiation,
thoughts, actions, and reasons.
b. format to help the job applicant answer open-ended questions: situation or task,
action, and result.
c. reminder method for interview dressing: shined, tailored, accessorized, and ready.
d. discovery process used in researching a position for which you will interview: salary,
training, activities, and rewards.
Answer:
Which of the following is FALSE concerning instant messaging (IM) in official
corporate communication?
a. Many U.S. firms use IM as a tool for business communication.
b. In some organizations, IM is used to complement or replace email and voice mail.
c. A varying number of people can log on to a chatroom and exchange ideas that other
participants can see.
d. Instant messaging overcomes the time barrier for geographically dispersed groups.
Answer:
Why do some companies use computer file notations at the end of a document?
a. To show who typed the document.
b. To show the location of the document on the computer network.
c. To provide more information about the recipient.
d. To provide more information about the author of the document.
Answer:
Which of the following statements is FALSE concerning claim messages?
a. Most claims are from people who believe they have a legitimate complaint.
b. The way an adjuster handles the complaint determines to a large extent the goodwill
of the company.
c. Complainers are less likely to continue to do business with a company than those
who do not complain.
d. Businesses that resolve claims effectively will retain most of the complainers as
repeat customers.
Answer:
Which of the following are NOT barriers to intercultural communication?
a. Ethnocentrism, stereotypes, and personal space requirements
b. Chronemics, ethnocentrism, and body language
c. Proxemics, language, and stereotypes
d. Stereotypes, body language, and synergism
Answer:
Which is the most accurate statement concerning finding a desirable job?
a. Finding a job requires self assessment, planning, and preparation.
b. Finding a job is a relatively easy process if the candidate is well qualified.
c. Finding a job is best done online.
d. “Finding” a job is not necessary, as one will come to you if you are qualified.
Answer:
As indicated by Maslow’s need hierarchy, people may respond favorably to
a. persuasive appeals that focus on promises of best price and the need to find a bargain.
b. persuasive appeals that show the need of the seller.
c. persuasive appeals that fulfill social, ego, and self-actualization needs.
d. both b and c.
Answer:
Which of the following is NOT recommended concerning the use of gestures during a
business presentation?
a. Vary hand motions to emphasize important points; otherwise, relax your hands in
your pockets.
b. Try to use only one hand to make points unless you specifically need two.
c. Eliminate nervous gestures that distract the audience.
d. Refine your gestures to portray a relaxed, approachable appearance.
Answer:
Which of the following is FALSE concerning a persuasive claim message?
a. It should use a deductive sequence.
b. It should ask for the adjustment late in the message.
c. It should stress an appeal throughout the message.
d. It should remind the receiver of a benefit that occurs from doing as asked.
Answer:
A company striving for a traditional appearance in its letter format would most likely
use
a. block format without paragraph indentions.
b. block format with open punctuation.
c. modified block format with open punctuation.
d. modified block format with mixed punctuation.
Answer:
Which of the following is NOT recommended concerning the use of gestures during a
business presentation?
a. Vary hand motions to emphasize important points; otherwise, relax your hands in
your pockets.
b. Try to use only one hand to make points unless you specifically need both.
c. Eliminate the use of nervous gestures that distract the audience.
d. Refine your gestures to portray a relaxed, approachable appearance.
Answer:
Which of the following statements is true concerning video interviews?
a. They are especially useful for conducting a final interview after all applicants have
been screened.
b. A person who interviews well in person will do even better on video because much of
the pressure is removed.
c. Companies save time and money by using video interviewing.
d. Preparing for a video interview is the same as preparing for a traditional one, except
that the applicant only needs to look professional from the waist up.
Answer:
The organizational plan for an application message is most like that of a
a. routine news message to staff about a company matter.
b. congratulatory message to a colleague or customer.
c. request for colleagues to contribute to a charity.
d. good-news message to customers concerning a price reduction.
Answer:
Which of the following descriptions is most valid, as it applies to accurate methods of
analyzing data?
a. Judging data on the basis of personal consideration
b. Judging data on the basis of the evidence and soundness of research techniques
c. Judging data on the basis of evidence and on the character and ability of the study’s
participants
d. Judging data on the basis of findings of similar studies
Answer:
Management of the Container Store feels that open sharing of information with its
employees
a. far outweighs the disadvantages of information getting into the wrong hands.
b. is not possible due to keen competition.
c. causes information overload for employees.
d. is possible only within the upper ranks of the company.
Answer:
Which of the following should a speaker generally avoid in the body of a presentation?
a. Quotes from prominent people
b. Jokes and humor
c. Anecdotes
d. Numerous detailed statistics
Answer:
The letter address
a. precedes the dateline.
b. omits all personal and professional titles.
c. includes the writer’s full address.
d. includes a courtesy or professional title of the recipient.
Answer:
Which of the following is FALSE concerning the use of pictograms?
a. Use a pictogram when you wish to convey bar chart information in a more literal,
visual manner.
b. Double the height and width of a picture to show a 100 percent increase.
c. Choose an image that is related to the subject being discussed.
d. All of the above are true.
Answer:
To protect computer systems from email viruses and hoaxes, you should NOT
a. install a virus scan program and set it to scan all incoming email.
b. forward questionable messages to the email administrator.
c. forward all warning about viruses to those in your address book just in case they are
real.
d. open email attachments with an “.exe” extension.
Answer:
Which of the following statements is NOT correct concerning the appendix of a report?
a. Each report contains only one appendix, although several things may be placed in it.
b. The appendix is a good place to put lengthy material that is related to the information
in the body.
c. Each item in the appendix must be mentioned in the report.
d. The appendix may include questionnaires, summary tabulations, legal documents, or
mathematical computations.
Answer:
Use an adjective to modify
a. a noun or pronoun.
b. a verb.
c. another adjective.
d. any of the above.
Answer:
Which of the following is good advice for writing a routine claim message?
a. Use a persuasive, forceful tone.
b. Use the indirect approach.
c. Assume the request will be granted.
d. Use an accusatory tone.
Answer:
Which of the following are FALSE when writing bad-news messages?
a. The writer should focus on the good rather than the bad.
b. The writer should present the negative ideas in positive terms when possible.
c. The writer should state what can be done rather than what cannot be done.
d. The writer should state the bad news early and reinforce it throughout the message.
Answer:
Which of the following is NOT a weakness in survey research?
a. Using poorly constructed data gathering instruments
b. Administering the collection instrument to a small test sample before conducting the
full survey
c. Using an instrument that contains bias
d. All of the above are weaknesses
Answer:
Which of the following is correct concerning the design of pie charts?
a. Position the smallest slice or the slice to be emphasized beginning at the twelve
o’clock position.
b. Working counterclockwise, place all slices in descending order of size.
c. Label only important slices with information about the quantity (percent, dollars,
etc.) of each slice.
d. If you are unable to attractively place the appropriate labeling information beside
each slice, use a legend to identify each slice by color or pattern.
Answer:
Which of the following is FALSEconcerning the handshake?
a. The initial handshake in an interview helps to form a favorable first impression.
b. Candidates with an impressive handshake are viewed by interviewers as having
stronger social skills.
c. The handshake is more important for men than for women in making a positive
impression in the interview.
d. All of the above are true.
Answer:
Zappos, an Internet business success story, has built its success on outstanding customer
service. Which of the following is NOT part of Zappos’ strategy?
a. free product shipping.
b. free return product shipping.
c. focus on repeat customers.
d. more products on their website than are in their warehouse.
Answer:
Which of the following would be the most effective action-request statement?
a. Make your purchase before December 15 and receive your valuable money-saving
rebate.
b. Don’t hesitate another minute over the wisdom of this decision.
c. Purchasing your Zoom mower within the next few weeks will assure you of paying
the lowest price this season.
d. Please send your payment today before the present inventory is sold out.
Answer:
When formatting a scannable version of your résumé,
a. italicize business, school and college names.
b. use shading to differentiate the sections of the résumé.
c. stay with a plain design with no special formatting.
d. keep white space to a minimum and a small font to keep to one page.
Answer:
Which of the following is an example of future perfect verb tense?
a. I see you.
b. I will have seen you.
c. I saw you.
d. I will see you.
Answer:
Fraud refers to errors that can occur in interpreting persuasive messages.
Answer:
Both paper and electronic résumés should be accompanied by an application message
or cover letter.
Answer:
The “Plain English” campaign promotes the clear presentation of complex information
so that the audience has the best possible chance of understanding it.
Answer:
Describe two common business letter formats; include an advantage of each.
Answer:
Reports typically travel upward in an organization because they usually are requested
by a higher authority.
Answer:
Why is it important to communicate concisely in the business world? Describe several
techniques that will help produce concise messages.
Answer:
Habitat for Humanity uses both mailed messages and its website to solicit donations.
Answer:
When gaps exist in employment history, the candidate should adjust other dates so as
not to reveal the gap and compromise chances of obtaining an interview.
Answer:
A task force is an example of a long-standing team or group.
Answer:
Doublespeak is a term that refers to a message that deliberately misleads, hides, or
evades the truth.
Answer:
When communicating with a colleague about the hiring or firing of an employee, you
would be well advised to not use a cell phone.
Answer:
Commas are used correctly in the following sentence: You have a choice of an office on
the first floor, second floor, or terrace level.
Answer:
An unsolicited proposal is prepared by an individual or firm that sees a problem to be
solved and submits a proposal for consideration.
Answer:
Discuss five guidelines for effective communication when presenting to people from
outside your own culture.
Answer:
Since the main message of a negative-news message is the bad news, more space
should be devoted to the refusal than to the explanations for the refusal.
Answer:
The director of a professional organization who asks for a report on developing an
online newsletter for members may request a justification report to support the
recommended decision.
Answer: