Which of the following sHTMLENTITY#8203HTMLENTITYtatements about
professionalism is most accurate?
a. HTMLENTITY#8203HTMLENTITYDemonstrating etiquette is important in the
office and online.
b. HTMLENTITY#8203HTMLENTITYNo correlation exists between professional
behavior and workplace success.
c. HTMLENTITY#8203HTMLENTITYEmployees must demonstrate professional
behavior only when communicating facetoface with others.
d. Professionalism is important for employees in only Fortune 500 companies.
Tweets and other online posts are now being used to persuade others.
a. True
b. False
Which of the following is not an element of the communication process?
a. Forming an idea
b. Selecting a communication channel
c. Displaying empathy
d. Providing feedback
You should use sensitive language in an adjustment message in case the customer is
already upset. Therefore, which of the following provides the best advice?
a. Do not suggest your business typically pleases its customers; do apologize for failure.
b. Don’t use negative words (regret, error, failure); do use positive words (hope,
achieve, strive).
c. Do not be vague about improvements; do guarantee the situation will not recur.
d. Do not blame customers; do blame individuals or departments inside your
organization.
All support sentences in a paragraph must relate to the topic sentence.
a. True
b. False
A paragraph is unified when it develops at least three ideas.
a. True
b. False
Which of the following statements about today’s business environments is most
accurate?
a. The number of telecommuting employees is expected to decline in the future.
b. All companies assign offices for employees.
c. Many employees today no longer need an office; they can work anytime and
anywhere.
d. Workers today spend more time in offices than workers in the past.
What kind of report condenses the primary ideas from a book, report, article, website,
meeting, or convention?
a. Progress report
b. Justification/recommendation report
c. Summary
d. Analytical report
Which of the following sentences demonstrates effective business writing?
a. As per your request, enclosed is our latest catalog.
b. Enclosed is our latest catalog.
c. The latest catalog is contained under separate cover.
d. Pertaining to your request, our latest catalog is enclosed.
Which of the following is the best career objective for a rsum?
a. An entrylevel position in the marketing area with a possibility of promotion
b. A challenging job at an organization that raises the bar in data security
c. Serving as a team player in a company where independent thinking is a top priority
d. An accounting position in which 10 years’ experience and a license as a CPA will
allow me to assist your company with payroll, employee benefits, and governmental tax
and records reporting
Your primary goal in writing a sales message is to get someone to devote a few
moments of attention to it.
a. True
b. False
The primary purposes of most business documents are to inform and to persuade. A
common secondary purpose is sales growth.
a. True
b. False
The most important reason to prepare an eportfolio is that it shows off your talents and
qualifications more thoroughly than a print rsum.
a. True
b. False
If included with a report, a letter or memo of transmittal should be written using the
indirect strategy.
a. True
b. False
Memos are used to convey procedures, official instructions, and reports.
a. True
b. False
Business letters are more confidential than electronic media such as email.
a. True
b. False
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 openended questions rather than yesorno questions to draw out the responses
from the expert.
d. Brittany should complete all these steps.
Lindsay plans to give her audience a handout with images of her PowerPoint slides.
Lindsay should distribute this handout after her presentation to maintain audience
control.
a. True
b. False
How do companies use wikis?
a. Companies share special deals and incentives in short messages of 140 characters or
fewer.
b. Corporate teams respond to internal and external customers in rapidfire posts to
emergencies and other highpressure situations.
c. Global companies share information between headquarters and satellite offices.
d. Companies post photos and biographies of their toptier managers.
Wikis promote crowdsourcing and reduce document version confusion.
a. True
b. False
Many companies have modeled their internal social networks after Facebook.
a. True
b. False
It is acceptable for a speaker to break the 6 x 6 rule for multimedia slides when the
users will be reviewing the presentation on their own with no speaker assistance.
a. True
b. False
When speaking with someone for whom English is a second language, you should talk
slowly, enunciate clearly, check frequently for comprehension, observe eye messages,
listen without interrupting, and
a. follow up important messages in writing.
b. avoid smiling, which might make you appear to lack seriousness.
c. use words that will impress the listener.
d. assume that the listener understands if he or she nods and smiles in agreement.
You do not need to establish your credibility when attempting to persuade others.
a. True
b. False
Most people are good listeners.
a. True
b. False
Which of the following statements about public speaking is most accurate?
a. Only highlevel executives must give business presentations.
b. Good speakers are born, not made.
c. Most people are apprehensive about speaking in public.
d. Presentations are rarely given in the business world.
To improve readability and comprehension through white space,
a. use approximately 20 or fewer words per sentence.
b. construct paragraphs consisting of 1215 printed lines.
c. develop long paragraphs.
d. avoid the use of topic sentences on shorter paragraphs.
Summary reports are typical in academic settings but rarely used in business settings.
a. True
b. False
All rsums should be submitted as Microsoft Word documents.
a. True
b. False
Following a systematic plan when preparing any document or presentation will make
your job easier.
a. True
b. False
Travis has asked you for some advice regarding the use of social networking in the
workplace. What advice will you share?
a. Feel free to share any information on social networking sites.
b. Refuse friend requests or “unfriend” people to avoid jeopardizing professional
relationships.
c. Establish boundaries, and don’t share information online that you wouldn’t share
openly in the office.
d. Assume the content posted on a social networking site is protected.
Which of the following sentences presents the reason for denying a customer’s request
for credit most effectively?
a. Your request for credit has been denied.
b. Because you have not been employed for the past 15 months and have credit debts of
over $4,000, we will not be able to grant you credit at this time.
c. Although your credit rating does not meet our minimum standards, we would be
happy to reconsider your application if you add a cosigner.
d. Your failure to meet our standards will not allow us to issue you a credit account.
When a customer has a legitimate claim or complaint, he or she can expect a positive
response from a company.
a. True
b. False
Most routine business messages require formal research.
a. True
b. False
The purpose of a(n) ____________________ report is to provide a status update on a
project.
____________________ messaging enables you to use the Internet or an internal
corporate communication platform to communicate in real time with others by
exchanging brief textbased messages.
Business communicators should consider including a forward look, good wishes, a
mention of freebies, or references to resale information or promotion in the
____________________ of a badnews message.
In the ____________________ of your cover message, you should promote your
qualifications for the position.
_______________ is the transmission of information and meaning from a sender to a
receiver.
____________________, which appear most often in reports, are an effective tool for
highlighting information and improving readability because they encourage the writer
to group similar material together and help readers separate major ideas from details.
Revise the following sentence to express the idea using the “you” view:
All applicants must complete the attached form by December 1.
The ____________________ are a record of points of discussion, decisions made, and
tasks assigned at a meeting.
Shoot from the hip is an example of a(n) ____________________, which is an
expression that has been exhausted by overuse.
Provide feedback.
____________________ describes technical or specialized terms within a field.
____________________ involves restating an original passage in your own words and
in your own style.
Business ____________________ are necessary when a permanent record is required;
confidentiality is paramount; formality and sensitivity are essential; or a persuasive,
wellconsidered presentation is important.
The new organizational chart was presented by our recently hired CEO is an example
of a sentence using the ___________________ voice.