We have sent an email with your new password.

Close this window

Final Study Guide

84 Questions  I  By Sbrown87
Final Study Guide

  
Changes are done, please start the quiz.


Question Excerpt

Removing question excerpt is a premium feature

Upgrade and get a lot more done!
1.  Most e-mails and memos should be written indirectly to show respect for readers.
A.
B.
2.  You are setting up a system for your tech support employees to communicate with customers to solve problems they are experiencing. What is the best electronic communication channel for this purpose.
A.
B.
C.
D.
3.  Typing your name at the bottom of an e-mail message is unnecessary. 
A.
B.
4.  Because e-mail is the preferred communication channel in most businesses today, most people know how to use it smartly, safely, and professionally.
A.
B.
5.  Although you may exchange very short instant messages, most of your writing tasks on the job will probably involve preparing e-mail messages and interoffice memos.
A.
B.
6.  Which of the following situations is most appropriate for sending an e-mail message?
A.
B.
C.
D.
7.  What is the best advice for formatting hard-copy memos?
A.
B.
C.
D.
8.  Effective e-mail messages and memos generally discuss only one topic. 
A.
B.
9.  Kevin wants to make sure that he is demonstrating good netiquette when using e-mail. What should he do?
A.
B.
C.
D.
10.  Your e-mail messages and memos should have high skim value, which means
A.
B.
C.
D.
11.  E-mail messages and memos should use bullets, lists, headings, and white space to improve readability.
A.
B.
12.  Which of the following is the most appropriate closing for an e-mail message or memo?
A.
B.
C.
D.
13.  Brianna's company has decided to let employees use instant messaging(IM) as an internal communication tool, and she wants to make sure that she's using it professionally. What should she do?
A.
B.
C.
D.
14.  To be safe in writing a direct reply letter on company stationary, you should
A.
B.
C.
D.
15.  Although e-mail is increibly seccessful for both internal and external communication, you should still use letters when
A.
B.
C.
D.
16.  When explaining compliance in the body of an adjustment letter, you should avoid words such as regret, misunderstanding, and unfortunately.
A.
B.
17.  Which of the following is not a goal when writing adjustment letters
A.
B.
C.
D.
18.  Shannon is writing a direct reply letter to a potential client. In the body of the letter, she will be answering several questions and wants her responses to be logical and readable. What should she do?
A.
B.
C.
D.
19.  Writing letters of appreciation to customers who complain can be a smart business strategy.
A.
B.
20.  For which of the following situations should a letter be sent instead of an e-mail message.
A.
B.
C.
D.
21.  Claims made by telephone or e-mail are just as effective as claims made in writing.
A.
B.
22.  Although companies send routine letters to suppliers, government agencies, and other businesses, the most important letters go to customers
A.
B.
23.  A personally written message will have much more impact on  your reader than a ready-made card.
A.
B.
24.  When writing a direct reply letter to a customer, refer only to the product the customer asked about. Mentioning other products would be considered rude and presumptious. 
A.
B.
25.  Which of the following is the best opening for a note expressing thanks for a gift?
A.
B.
C.
D.
26.  What is the best advice for writing goodwill messages?
A.
B.
C.
D.
27.  Jessica is following the three-part plan to write a direct claim letter about a problem with her wireless service. What should she put in her opening?
A.
B.
C.
D.
28.  One of the best ways to open a direct request that is likely to be granted i a/an
A.
B.
C.
D.
29.  A buffer is a statement that implies the bad news so that the reader is ready when it is announced.
A.
B.
30.  Which of the following techniques would be most effective in buffering bad news?
A.
B.
C.
D.
31.  When abusive language that harms a person's reputation is spoken, it is called
A.
B.
C.
D.
32.  Which of the following is the best advice to follow when explaining the reasons for bad news?
A.
B.
C.
D.
33.  Which of the following is the best advice to follow ehn explaining the reasons for bad news?
A.
B.
C.
D.
34.  In business messages, try to avoid careless language because careless language 
A.
B.
C.
D.
35.  When the company is at fault, most business professionals strive to control the damage and resolve the problem by first writing a letter to the customer to explain what happened.
A.
B.
36.  Using the indirect pattern to prepare the reader in a bad-news message
A.
B.
C.
D.
37.  In revealing bad news, you can make statements to soften the blow, but you must avoid
A.
B.
C.
D.
38.  Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology. 
A.
B.
C.
D.
39.  The key to ethical commmunication lies in the motives of  the sender.
A.
B.
40.  Letters that deny customer claims should clearly state when the customer is at fault in order to avoid company liability.
A.
B.
41.  In order to be actionable (likely to result in a lawsuit), abusive language must be in writing.
A.
B.
42.  When y ou must refuse a request, it is sometimes possible to offer an alternative, substitute, or compromise.
A.
B.
43.  The best way to begin a persuasive request is to
A.
B.
C.
D.
44.  The opening of a sales letter is one of its most critical elements.
A.
B.
45.  One tip for successful online sales messages is to provide a means for option out.
A.
B.
46.  WHich of teh following illustrates a testimonial?
A.
B.
C.
D.
47.  The body of a persuasive request should reduce resistance which means
A.
B.
C.
D.
48.  When requesting a favor or action, you should discuss only the direct benefits to the reader because indirect benefits are not persuasive.
A.
B.
49.  Persuasive requests are generally more effective when they are direct.
A.
B.
50.  The most important goal of the closing of a sales letter is stimulating the reader to act.
A.
B.
51.  When you are writing a persuasive claim letter about a problem and you're worried that your reader might be reluctant to grant your request, you should use
A.
B.
C.
D.
52.  Aaron is writing a persuasive request to his supervisor. What should he do in teh closing of his message?
A.
B.
C.
D.
53.  A successful persuasive message will typically take more space than a direct message.
A.
B.
54.  Most memos and e-mail messages end with
A.
B.
C.
D.
55.  Since e-mail messages are more casual than other business messages, little editing or proofreading is required.
A.
B.
56.  When responding to a memo that requests information, what is the best way to probide this requested information?
A.
B.
C.
D.
57.  Dashes(--) are usually used to introduce lists.
A.
B.
58.  WHat steps should a writer take  to prepare to write a memo or e-mail message that responds?
A.
B.
C.
D.
59.  "End Dating" is
A.
B.
C.
D.
60.  During the                                        phase of the writing process, the writer decides whether the memo or e-mail even needs to be written.
61.  If you attach a file to an e-mail message, tell your reader about it in the body of your e-mail message.
A.
B.
62.  The "Bcc" line is used in an e-mail message when you want to send a "Blanket Carbon Copy" to everyone in your organization.
A.
B.
63.  Which of the following statements about the begining of an e-mail message or memo is most accurate?
A.
B.
C.
D.
64.  You've decided to insert a vertical list into a document. You should
A.
B.
C.
D.
65.  Headings in a memo or e-mail message are useful for grouping together similar information.
A.
B.
66.  Well written memos and e-mail messages can enhance the writer's image within the organization.
A.
B.
67.  In a simple claim request, telling the reader immediately what action you would like taken is considered businesslike and efficient.
A.
B.
68.  When writing a letter of congratulations, you should try to add something about yourself to show that you can relate to the situation.
A.
B.
69.  Which of the following are considered routine business letters?
A.
B.
C.
D.
70.  A good way to open general letters of recommenation is "To whom it may concern".
A.
B.
71.  You have five questions you want to ask your reader in a routine information request letter. What is the best way to present these questions?
A.
B.
C.
D.
72.  The most effective way to begin a customer claim response letter is to explain what went wrong.
A.
B.
73.  Any explanation of why information is being requested should be placed in the introduction of an information request letter.
A.
B.
74.  Which of the following is the most effective opening entence for an information response letter?
A.
B.
C.
D.
75.  An attractive, ready-made greeting card will have much more impact on your reader than a personally written message.
A.
B.
76.  Which of the following would be the most effective closing statement in a routine action request letter?
A.
B.
C.
D.
77.  Letters that convery good wishes, warm feelings, and sincere thoughts are not directly related to business and are, therefore, unimportant in business communications.
A.
B.
78.  Tha ability to persuade is a trait important only for those who want to become managers and executives.
A.
B.
79.  Effective persuastive calim letters
A.
B.
C.
D.
80.  To compose effective sales letters, you should
A.
B.
C.
D.
81.  The opening of a sales letter is one of its most critical elements
A.
B.
82.  Which of the following is the most effective closing for a sales letter?
A.
B.
C.
D.
83.  The most important goal of the closing of a sales letter is stimulating the reader to act.
A.
B.
84.  "By the time you finish reading this letter, you will know how your company can save up to $10,000 each year," is an example of using a promise to gain your readers attention.
A.
B.
Back to top

Removing ad is a premium feature

Upgrade and get a lot more done!
Take Another Quiz