All of the following are informal research methods except
a. interviewing the target audience.
b. conducting a scientific experiment.
c. looking in company files.
d. brainstorming for ideas.
Appropriate if bad news a) is personally upsetting, b) may provoke a hostile reaction, c)
could threaten the customer relationship, and d) is unexpected
Which of the following badnews messages should be organized using the direct
strategy?
a. An announcement of changes in business services
b. A layoff notice for a longtime employee
c. A denial of benefits on an insurance claim to an angry customer
d. A notice of an unexpected plant closure to the city council and mayor
Businesses use podcasting for sending audio and video messages that do not require a
live presence yet offer a friendly human face.
a. True
b. False
Which statement about the communication process is most accurate?
a. The use of digital networks as a means to transmit messages is declining in today’s
workplace.
b. Because the meanings of words are the same among people, participants in the
communication process need not worry about their word selection or usage.
c. Only senders are affected by their mood, frame of reference, background, or culture.
d. Feedback helps the sender know that the message was received and understood.
You are more likely to find errors when proofreading on a computer screen than on a
printed copy.
a. True
b. False
When business writers request information or action that will likely be received
positively, they should frontload their messages, which requires
a. including an attachment.
b. proofreading only the beginning of a letter.
c. including a salutation or greeting.
d. putting the most significant statement first.
What is the best way to judge the success of your writing?
a. Receiving a raise or promotion
b. Using a spellchecker
c. Receiving feedback from your receiver
d. Organizing your message using the direct organizational strategy
Business messages should use positive language rather than negative language. Positive
language
a. has no effect on the tone of a message.
b. conveys less information than negative language.
c. grants the reader all requests or demands.
d. tells what is and what can be done.
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
In a solicited proposal, your goal is to convince the reader that a problem exists.
a. True
b. False
Nonverbal communication includes only those behaviors that are intended.
a. True
b. False
You can create a stronger organization in your presentation through the use of verbal
signposts that will help your audience recognize your previews, summaries, or changes
of direction.
a. True
b. False
Virtual meetings save travel costs and reduce employee fatigue.
a. True
b. False
Which statement best demonstrates the use of positive wording?
a. Your request for an extended warranty has been rejected because we cannot find
replacement parts for your specific product.
b. Unfortunately, we are unable to extend the warranty.
c. Although the warranty will not be extended, we are happy to replace your item with a
similar product at no charge.
d. We regret to inform you that your request for an extended warranty has been denied.
Which of the following statements is inaccurate regarding the opening in a cover
message for an unsolicited job?
a. If you are unsure whether a position exists, use a more persuasive opening.
b. Demonstrate knowledge of the reader’s business to convince the person to continue
reading.
c. Show how your special talents will benefit the company and convince the reader that
your skill is exactly what this position demands.
d. Be vague about the type of position you’re seeking so that you might be considered
for a variety of jobs.
The opener for a sales message should be
a. provocative, humorous or entertaining, and medium length (510 lines).
b. stimulating, relevant, honest, and short (15 lines).
c. appealing, informative, persuasive, conversational, and medium length (510 lines).
d. entertaining or serious, focused, persuasive, and short (15 lines).
When writing for a multicultural audience, you are more likely to be understood if you
use short sentences and short paragraphs and if you include
a. slang, such as This product really rocks!
b. idioms, such as You can improve your bottom line by using this product.
c. acronyms, such as ASAP.
d. actionspecific verbs, such as Email me if you have any questions rather than Contact
me if you have any questions.
The most compelling and effective messages contain one repeated sentence pattern
rather than a variety of sentences.
a. True
b. False
The purpose of a cover message is to
a. showcase an applicant’s command of the English language.
b. secure a job interview.
c. introduce the rsum.
d. repeat the information presented on the rsum.
Katherine must use headings in a report. What should she do to make sure that her
headings are effective?
a. Place first and secondlevel headings in all capital letters.
b. Use a period after each standalone bolded heading.
c. End a page with a heading to entice her audience to read the report further.
d. Include at least one heading per report page.
Business writers often use electronic resources such as government sites, news media,
periodicals, nonprofit organizations, social networking sites, and blogs to conduct
research for business reports.
a. True
b. False
Use the indirect strategy when your audience may be uninterested, unwilling, hostile, or
displeased.
a. True
b. False
The term “professionalism” refers to desirable workplace behavior.
a. True
b. False
Which statement about persuasion in today’s society is most accurate?
a. The number of persuasive messages Americans receive per day has declined.
b. Individuals need not be concerned about persuasive practices and their influence on
human behavior.
c. Persuasive messages sent via social media have not impacted individuals or
American culture.
d. Today’s persuasion is different from persuasion used in previous times.
Preprinted forms are useful for reporting repetitive data.
a. True
b. False
In writing messages that deliver instructions, what advice should you follow?
a. Use an autocratic tone to establish the importance of the instructions.
b. Assume that employees want to contribute to the success of the organization.
c. Focus on the steps in the procedure and let the tone take care of itself.
d. Criticize the person(s) responsible for trouble with previous procedures and then
praise the person(s) responsible for the new procedure.
Which statement about the format of a business letter is most accurate?
a. Legal agreements are invalid if they do not demonstrate the correct letter format.
b. All business letters will use the block formatting style.
c. The appearance of a business letter can send nonverbal messages about a sender to a
receiver.
d. All answer choices are accurate.
The only reason to document sources in a report is to avoid charges of plagiarism.
a. True
b. False
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
