Long sentence lead-ins
a. are unnecessary introductory words.
b. introduce the “meat” of the message.
c. avoid reader confusion.
d. demonstrate effective language usage.
Answer:
Which of the following is most accurate about the use of persuasion in business?
a. Honesty is not just the best policy; it’s the only policy.
b. The goal is to manipulate employees into accepting a message.
c. Some puffery and skillful misrepresentation make persuasive messages more
effective.
d. The key to persuasion is proving the weakness of the receiver’s position.
Answer:
Effective persuasive claim messages
a. vent the writer’s anger and frustration.
b. present a logical case with clear facts.
c. help the reader by showing who is to blame for the problem.
d. display strong emotion.
Answer:
You can often reduce flabby expressions to single words.
a. True
b. False
Answer:
In the closing of a claim message, you should
a. justify and explain your request.
b. promote goodwill and summarize your request.
c. reference all copies of pertinent documents enclosed.
d. warn the company that failure to comply could cause legal action.
Answer:
Customer Relations Specialist Kendra must deny a customer’s refund. In her message to
the customer, Kendra should include a statement such as If you had read the return
policy printed on your receipt, you should know that cash refunds will not be granted.
a. True
b. False
Answer:
A business would most likely write a request for proposal to
a. advertise openings for two sales positions.
b. attract new clients.
c. renovate offices.
d. interview job candidates.
Answer:
Always ask permission before submitting someone’s name as a reference.
a. True
b. False
Answer:
The closing in a bad-news communication to employees must never look forward or
discuss what will happen next because doing so can create a legal obligation.
a. True
b. False
Answer:
Human Resources Manager Claire Siu must inform Anthony that company job changes
will require him to seek retraining or lose his position. The best channel for Ms. Siu to
deliver this message is
a. an e-mail message.
b. a face-to-face conversation.
c. a voice mail message.
d. an instant message.
Answer:
What is the most accurate statement about plain-text résumés?
a. Plain-text résumés are in high demand for electronic applications because recruiters
and employers no longer ask candidates to send application materials by postal mail.
b. A plain-text format is widely used for posting to online job boards and for applying
by e-mail.
c. Plain-text résumés will look exactly like the original and cannot be altered without
Adobe Acrobat and other conversion software.
d. A plain-text résumé enables a job candidate to present his or her experiences,
qualifications, and interests in video form.
Answer:
Many businesses have established protocol procedures or policies to enforce civility.
a. True
b. False
Answer:
Business letters make the best impression if you use a good format such as the popular
block style.
a. True
b. False
Answer:
Using the following statement in an explanation of the reasons for the bad news could
help the receiver to accept the message: Although we would like to consider installing
the heating system you have offered, we are seeking a more energy-efficient,
environmentally friendly unit.
a. True
b. False
Answer:
A business message should be long because quantity enhances quality.
a. True
b. False
Answer:
Both direct claim messages and persuasive requests should begin with the main idea.
a. True
b. False
Answer:
In any business document, use at least three typefaces to add emphasis and contrast.
a. True
b. False
Answer:
The first step in learning intercultural skills is being aware of your own culture and how
it contrasts with others.
a. True
b. False
Answer:
Empathy, which increases the likelihood of a successful message, occurs when writers
put themselves in the audience’s shoes when creating the message.
a. True
b. False
Answer:
The most common format for hiring/placement interviews is the sequential interview.
a. True
b. False
Answer:
Sales messages are most effective if they follow the AIDA strategy. What are the four
parts of the AIDA strategy?
a. Audience, investigate, develop, analysis
b. Aggressive, indirect, direct, assertive
c. Analyze, interpret, define, adapt
d. Attention, interest, desire, action
Answer:
You should follow the same proofreading process for a routine document and a complex
document.
a. True
b. False
Answer:
Video résumés
a. present a job candidate’s experiences, qualifications, and interests in video form.
b. are appropriate for all professional fields.
c. should be at least 15 minutes in length to showcase a candidate’s background and
skills.
d. are appropriate only for individuals who are applying for management-related
positions.
Answer:
Active-voice verbs are preferred in business writing.
a. True
b. False
Answer:
All of these are good advice for nonverbal messages during a presentation except
a. avoid being planted behind the podium.
b. use a variety of gestures planned and rehearsed in advance.
c. punctuate your words by varying your tone, volume, pitch, and pace.
d. maintain appropriate eye contact to show your confidence and preparation.
Answer:
All of the following are effective tips for creating an outline except
a. use a single item under a major component.
b. divide the topic into three to five major components or classifications.
c. break the components into subpoints.
d. use details, illustrations, and evidence to support subpoints.
Answer:
Professional marketers and salespeople follow the AIDA strategy in their sales
messages because it is effective. What does AIDA represent?
a. Attention, interest, desire, and action
b. Attraction, innovation, determination, and activity
c. Appeal, input, develop, and attune
d. Access, incite, determine, and activate
Answer:
Create a slide in your multimedia presentation only if that slide will create interest, help
the audience follow your ideas, highlight points you want your audience to remember,
introduce or review key points, provide a transition from one idea to the next, or
illustrate and simplify complex ideas.
a. True
b. False
Answer:
How should you respond if an interviewer asks, Why should we hire you when other
applicants have better credentials?
a. Admit that you are less qualified, but stress you can be paid less than more
experienced applicants.
b. Describe how you are correcting one of your most significant weaknesses to display
your strong work ethic and determination.
c. Confidently explain your strengths such as your openness to new ideas and
knowledge of the latest methods and equipment.
d. Since it is clear that you will not get this job offer, do not answer this question.
Answer:
Which of these patterns is typical for bad-news messages presented in the indirect
strategy?
a. Buffer, reasons, bad news, and closing
b. Buffer, bad news, and closing
c. Explanation, bad news, buffer, and closing
d. Bad news, explanation, and closing
Answer:
To emphasize an idea through mechanics, place it in
a. boldface.
b. a different font style.
c. italics.
d. Any of these techniques would emphasize the idea.
Answer: