When leaving a voice mail, what information is least important for the recipient of the
voice mail?
A. Reason for calling
B. Your name
C. Your phone number
D. Your email address
E. Best time to reach you
Answer:
To include responses to backchannel comments, what can be incorporated into the
presentation?
A. Twitter hashtags
B. Question and answer sessions
C. Twitter breaks
D. Breakout sessions
E. Discussion sessions
Answer:
Which of the following tells the reader about the content of the section that follows?
A. Heading
B. Subheading
C. Major heading
D. Descriptive heading
E. Informative heading
Answer:
When developing a wiki, which of the following allows contributors to practice their
writing without fear the writing will be published?
A. The pyramid
B. Discussion section
C. Templates
D. Sandboxes
E. Scratchpad
Answer:
When using IM for business, which of the following is true?
A. IM takes longer to plan than other social media messages.
B. IM in business is more formal than IM for personal use.
C. Companies encourage the use of acronyms to save time.
D. Autocorrect functions will take care of spelling and grammatical issues.
E. IM reduces the likelihood of inconvenient interruptions.
Answer:
Which of the following is a guideline for making effective claims or requesting
adjustments?
A. Always close with a sincere apology for the inconvenience caused.
B. Clearly convey your anger and frustration through your message.
C. Avoid giving a detailed explanation of your claim in the message.
D. Be prepared to back up your claim with relevant documents.
E. Warn the reader of the consequences of non-compliance.
Answer:
Which of the following represents the expected norms of behavior in a particular
situation?
A. Ethics
B. Professionalism
C. Being a team player
D. Etiquette
E. Communication
Answer:
The most important factor in planning a proposal is what?
A. The tone
B. The approach
C. Whether the proposal was solicited
D. The organization
E. The content
Answer:
Which of the following would be the best option when rejecting an applicant?
A. Use an opening buffer that emphasizes which skills the organization could use.
B. Personalize the message by using the applicant’s name.
C. Convey the news using blunt and personalized language.
D. Explain exactly why the applicant was rejected.
E. Explain exactly why another candidate was chosen over the applicant.
Answer:
When developing a written communication, which of the following is true?
A. Written communication uses the “you” attitude less often than oral communication.
B. Written communication requires more tact than oral communication.
C. Written communication allows the writer to adjust the message based on the
audience’s reaction.
D. Written communication is typically less formal.
E. Written communication provides the opportunity for better feedback.
Answer:
A résumé that is specially formatted to be compatible with optical scanning systems is
called what?
A. Plain-text file résumé
B. Traditional résumé
C. Word file résumé
D. Scannable résumé
E. Social media résumé
Answer:
When conducting an audience analysis for a presentation, which of the following will
allow you to gauge the audience’s probable reaction?
A. Each audience member’s background and level of understanding
B. What the audience already knows about the subject
C. Whether the audience is familiar with the vocabulary you intend to you
D. Possible objections or questions
E. The mix of general concepts and specific details you need to present
Answer:
Which section of a solicited proposal will provide a preview of the contents?
A. Letter of transmittal
B. Introduction
C. Copy of the RFP
D. Table of contents
E. Executive summary
Answer:
When using an indirect approach, the message should start with what?
A. Evidence
B. The main idea
C. Recommendations
D. Conclusions
E. Requests
Answer:
When is an enclosure notation required in a business letter?
A. All business letters require enclosure notations.
B. When the letter is typed by one person to express the sentiments of another person
C. When the letter is sent in printed form rather than electronic form
D. When the letter includes other documents
Answer:
Which of the following can be a challenge when setting up a blog?
A. Accurately defining your target audience
B. Preventing viral marketing
C. Increasing employee engagement
D. Monitoring the blogosphere
E. Finding long-term content
Answer:
Which of the following is a disadvantage of mobile connectivity?
A. Mobile connectivity can blur the boundaries of personal and professional time and
space.
B. Mobile connectivity gives employees less flexibility in meeting personal obligations.
C. Mobile connectivity increases operating costs.
D. Mobile connectivity does not support nontraditional work models.
E. Mobile connectivity limits multitasking efforts.
Answer:
When determining delivery of a document, which of the following should take
nonverbal communication into consideration?
A. Cost
B. Location
C. Convenience
D. Time
E. Security
Answer:
The MLA style uses ________ to document sources in the text of a report.
A. the author-date system
B. the author-page reference system
C. superscripts and footnotes or endnotes
D. full citations within the text itself
Answer:
Words or phrases that are so common they have lost their power to communicate are
called what?
A. Abstract words
B. Concrete words
C. Clichés
D. Buzzwords
E. Jargon
Answer:
When blogging, which of the following should take place during the planning stage of
the writing process?
A. Evaluating the content and readability
B. Proofreading to correct errors
C. Post using the blogging system’s tools
D. Adding a newsfeed option
E. Identifying the scope
Answer:
When placing a visual aid in a text, where should the visual be placed?
A. Before the text that describes the visual aid
B. At the end of the document
C. In the List of Illustrations
D. After the text that describes the visual aid
E. As close to the text that describes the visual aid as possible
Answer:
What is the most common presentation structure used in television commercials and
other advertisements?
A. Indirect format
B. Storyteller’s technique
C. Direct format
D. Mind mapping
E. Limited scope
Answer:
Networks that focus on a particular function or audience are known as what?
A. Private networks
B. Clouded networks
C. Public, specialized networks
D. Public, general-purpose networks
E. Private, general-purpose networks
Answer:
Writing for social media required the same skill set as writing for traditional media.
Answer:
When seeking a recommendation before awarding a contract, what type of information
is least likely to be needed from an applicant?
A. Information on skills
B. Information on abilities
C. Information on integrity
D. Information on credit worthiness
E. Information on character
Answer:
When using the indirect approach to deliver negative news, what does the message
open with?
A. Neutral buffer
B. Bad news
C. Reasons for the decision
D. Plan of action
E. Positive statement aimed at maintaining a good relationship
Answer:
When developing bad news messages about transactions, what do many firms include
in an attempt to repair the relationship?
A. An element of apology
B. An explanation of what the customer should now expect
C. An explanation of what is being done to resolve the situations
D. An offer of a discount on future orders
E. An explanation of what type of performance can be expected in the future
Answer:
Which of the following compositional modes is often used by marketing and sales
departments to attract interest?
A. Narratives
B. Tutorials
C. Teasers
D. Status updates
E. Conversations
Answer:
Technologies that allow people to share files, review message threads, and work on
documents simultaneously are known as what?
A. Virtual offices
B. Shared workspace
C. Cloud computing
D. Social intranets
E. Collaboration platforms
Answer:
In terms of phone use, good etiquette suggests which of the following as being most
important?
A. Speaking softly so others in the work space are not disturbed
B. Don’t waste time identifying yourselfit is no longer necessary with caller I.D.
C. Allow calls to go to voicemail whenever possible to keep a record of calls
D. Identify yourself when answering the phone before asking how you can be of help
E. Using voice mail instead of other means for messaging
Answer: