Empty space on a page
a. should be avoided on any business document.
b. can be achieved by creating paragraphs of ten or more printed lines.
c. makes it appear as if the writer has nothing to say.
d. is called white space.
Answer:
There are many account representatives who can help you with your order. This
sentence is clear and concise.
a. True
b. False
Answer:
How do informational reports and analytical reports differ?
a. Informational reports emphasize facts; analytical reports emphasize reasoning and
conclusions.
b. Informational reports are intended for internal audiences; analytical reports are
intended for external audiences.
c. Informational reports are written using a formal writing style; analytical reports are
written using an informal writing style.
d. Informational reports emphasize reasoning and conclusions; analytical reports
emphasize facts.
Answer:
When irate customers sound threatening and overstate their claims, as a business
representative, you should respond by indicating that the customer and his or her claim
are irrational.
a. True
b. False
Answer:
I’m sorry for any inconvenience we may have caused is an effective apology statement
to include in an adjustment message.
a. True
b. False
Answer:
In which part of a solicited proposal would you most likely convince your reader that
you understand the problem completely?
a. Introduction
b. Background
c. Authorization
d. Budget
Answer:
Brittany is writing a business report about protecting workplace data and will be
conducting an interview with a data security expert. What is the best advice you can
give her?
a. Call before the interview to confirm the arrangements, and then arrive on time.
b. Learn about the individual she is interviewing, and research the background and
terminology of the topic.
c. Use open-ended questions rather than yes-or-no questions to draw out the responses
from the expert.
d. Brittany should complete all these steps.
Answer:
Face-to-face conversation is a richer medium than a written report.
a. True
b. False
Answer:
Which of the following is the best advice to follow when placing a business phone call?
a. Use professional vocabulary and courteous language.
b. Realize that the responsibility for ending a call lies with the caller.
c. In the introduction of the phone call, name the person you are calling, identify
yourself and your affiliation, and give a brief explanation of your reason for calling.
d. All answer choices are good tips to follow when placing business phone calls.
Answer:
Corbin must inform employees that overtime pay will be reduced from the current 2.0
factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following
sequences should Corbin use for the parts of his message?
a. Bad news, explanation, reasons, and closing
b. Bad news, reasons, buffer, and closing
c. Buffer, reasons, bad news, and closing
d. Buffer, explanation, reasons, and closing
Answer:
Which of the following sentences about jargon is most accurate?
a. Jargon should never be used in business writing.
b. Jargon is generally understood by both insiders and outsiders within a field.
c. Effective business communicators know to include some jargon within any message
to demonstrate their intelligence and command of the English language.
d. Jargon should be used only when the audience will understand it.
Answer:
Formal report writers conduct most of their research using primary sources.
a. True
b. False
Answer:
Your vocal quality sends only verbal messages.
a. True
b. False
Answer:
What is the most professional telephone tip to follow during your job search?
a. Create a unique voice mail message to demonstrate your individuality.
b. Don’t let children answer the phone during your job search.
c. Answer your cell phone any time it rings so that you don’t miss the opportunity to
speak with a potential employer.
d. Hire a professional to record your voice mail message to ensure that proper
articulation, enunciation, and vocal intonations are used.
Answer:
When expressing thanks or offering congratulations, a purchased card is more
impressive than a handwritten note.
a. True
b. False
Answer:
Your employer may ask you to respond to customer complaints appearing on Twitter,
Facebook, or complaint websites.
a. True
b. False
Answer:
Which of the following statements about résumés is inaccurate?
a. A résumé is expected to showcase your strengths and minimize your weaknesses.
b. An ethical résumé may include half-truths but not outright lies.
c. Even after you have been hired, a misrepresentation on the résumé can be cause for
firing.
d. Although they can’t verify everything, most recruiters will verify your previous
employment and education before hiring.
Answer:
The manuscript format is appropriate for longer, more formal reports.
a. True
b. False
Answer:
As a business communicator, you should use strong verbs and concrete nouns in your
writing.
a. True
b. False
Answer:
Which of the following statements about documenting data is not accurate?
a. Documenting data can strengthen your argument.
b. Documenting data protects you from charges of plagiarism.
c. Documenting data is not necessary if you put the information in your own words.
d. Documenting data helps the reader pursue the topic further and make use of the
information.
Answer:
To emphasize the “you” view in e-mail messages, you must avoid any phrases that
include the “I/we” view such as I’m happy or We’re delighted.
a. True
b. False
Answer:
Your company currently processes its payroll internally but is considering the use of an
external accounting firm. You are in charge of determining whether your company
should proceed with this plan. What kind of report would you most likely write?
a. Feasibility report
b. Progress report
c. Informational report
d. Summary
Answer:
The topic sentence should relate the main idea of a paragraph.
a. True
b. False
Answer:
Converting ideas into words or gestures to convey meaning is called
a. feedback.
b. decoding.
c. encoding.
d. nonverbal communication.
Answer:
The second phase of the 3-x-3 writing process begins with
a. analyzing the audience.
b. composing the message.
c. researching the topic.
d. organizing the message.
Answer:
Graciella is making a persuasive complaint at work. Which of these sentences will be
most effective in achieving her goal?
a. If you can’t be bothered with maintaining our equipment in good working order, how
can I be confident that you care about your employees? I can’t be bothered filing
repeated repair requests either.
b. I have put up with a broken fax in Workroom 223 for three weeks, and I am just fed
up with this waste of my time. Repair the fax or else!
c. Did you realize that Bill has still not fixed the fax in Workroom 223 despite the work
request I completed two weeks ago? Make Bill fix it soon.
d. For the past two weeks, fax machine No. 223- 51 has been unavailable to complete
essential business for 25 of our employees due to incomplete service. Please ensure our
equipment is repaired by Friday.
Answer:
Which of the following best avoids flabby expressions?
a. In very few cases do job applicants perform adequate research about a company.
b. The CEO is of the opinion that stock prices will increase next quarter.
c. Although many employees have requested training, we can’t afford the extra expense.
d. We do not expect any pay raises at this point in time.
Answer:
You want to propose a workplace change to your employer. Which of these is the best
advice for you?
a. Because your supervisor should already be aware of the pros of changing the
procedure, avoid providing any evidence.
b. Stress your own needs and how you will benefit from the change because this is your
proposal.
c. Avoid words like suggest and recommend because these words make you look weak.
d. Focus on how much money the proposed change will save the company.
Answer:
You should discuss and interpret each visual aid for an audience.
a. True
b. False
Answer:
Reports that present data without analysis or recommendations are
a. informational reports.
b. analytical reports.
c. cost-benefit analysis reports.
d. justification reports.
Answer:
Which of the following is the best recommendation for delivering an effective oral
presentation?
a. Memorize the entire oral presentation so that you don’t have to use notes.
b. Read the entire oral presentation to the audience so that nothing important will be
overlooked.
c. Use an extemporaneous delivery.
d. Wing it!
Answer:
Place any details explaining your request for information in the body of your request
message.
a. True
b. False
Answer:
Effective paragraphs
a. usually present the main idea in the first sentence.
b. are coherent.
c. include supporting sentences that expand and explain the main idea.
d. All answer choices are correct.
Answer: