Final Study Guide

84 Questions  I  By Sbrown87
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  • 1. 
    Most e-mails and memos should be written indirectly to show respect for readers.
    • A. 

      True

    • B. 

      False


  • 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. 

      Blog

    • B. 

      Instant message (IM)

    • C. 

      Podcast

    • D. 

      Email


  • 3. 
    Typing your name at the bottom of an e-mail message is unnecessary. 
    • A. 

      True

    • B. 

      False


  • 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. 

      True

    • B. 

      False


  • 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. 

      True

    • B. 

      False


  • 6. 
    Which of the following situations is most appropriate for sending an e-mail message?
    • A. 

      Ashley found a great political joke she wants to share with he colleagues.

    • B. 

      Melissa must send the monthly sales data to her department.

    • C. 

      Aidan needs to vent his frustrations about working conditions to his shift supervisor.

    • D. 

      Matthew is angry with one of his colleagues and wants to let her know exactly how he feels.


  • 7. 
    What is the best advice for formatting hard-copy memos?
    • A. 

      Use even(justified) right and left margins for a neater look

    • B. 

      Double-space memos to make them easier to read

    • C. 

      Key the guide words in bold at the left margin.

    • D. 

      Leave five blank lines between the lest line of the heading and the first line of the memo.


  • 8. 
    Effective e-mail messages and memos generally discuss only one topic. 
    • A. 

      True

    • B. 

      False


  • 9. 
    Kevin wants to make sure that he is demonstrating good netiquette when using e-mail. What should he do?
    • A. 

      Ask permission before forwarding messages

    • B. 

      Write his messages in all capital letters to make them look important and professional.

    • C. 

      He should do all of these.

    • D. 

      Document every business decision and action with an electronic paper trail.


  • 10. 
    Your e-mail messages and memos should have high skim value, which means
    • A. 

      You write the message quickly and efficiently

    • B. 

      All paragraphs contain 5 or fewer lines

    • C. 

      Information presented is easy to read and comprehend.

    • D. 

      All sentences contain 10 or fewer words.


  • 11. 
    E-mail messages and memos should use bullets, lists, headings, and white space to improve readability.
    • A. 

      True

    • B. 

      False


  • 12. 
    Which of the following is the most appropriate closing for an e-mail message or memo?
    • A. 

      It's been great talking with you.

    • B. 

      Please let me know if I may be of further assistance.

    • C. 

      Please submit your report by August 1st so that the information can be presented at the seminar.

    • D. 

      Thank you in advance for answering my questions.


  • 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. 

      Brianna should do all of these things.

    • B. 

      Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.

    • C. 

      Make sure she's available via IM at all times so t hat he colleagues can always reach her.

    • D. 

      Include both professional and personal contacts on the same IM contact list for efficiency.


  • 14. 
    To be safe in writing a direct reply letter on company stationary, you should
    • A. 

      Have your legal staff check every letter before you send it.

    • B. 

      Wait at least ten business days to allow any problem to subside.

    • C. 

      Gather facts, check figures, and receive any needed approvals.

    • D. 

      Develop a plan to reduce the benefits offered for any claim resolution.


  • 15. 
    Although e-mail is increibly seccessful for both internal and external communication, you should still use letters when
    • A. 

      Formality and sensitivity are essential

    • B. 

      You need immediate feedback.

    • C. 

      You have too little time to proofread

    • D. 

      The message must reach your reader very quickly


  • 16. 
    When explaining compliance in the body of an adjustment letter, you should avoid words such as regret, misunderstanding, and unfortunately.
    • A. 

      True

    • B. 

      False


  • 17. 
    Which of the following is not a goal when writing adjustment letters
    • A. 

      To promote future business and goodwill

    • B. 

      To gain additional customers through the claim

    • C. 

      To gain the confidence of the customer

    • D. 

      To gain thorough documentation to prove that the customer has presented an honest claim.


  • 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. 

      Place the answers in a numbered list

    • B. 

      Avoid clarifying statements, which could create legal trouble.

    • C. 

      Place her answers in complete sentences in paragraph form.

    • D. 

      Place the answers on a separate page and attach it to the letter.


  • 19. 
    Writing letters of appreciation to customers who complain can be a smart business strategy.
    • A. 

      True

    • B. 

      False


  • 20. 
    For which of the following situations should a letter be sent instead of an e-mail message.
    • A. 

      You are asking members of the community to contribute to a fundraising effort for a local charity.

    • B. 

      You are reminding employees about an upcoming holiday

    • C. 

      You are scheduling a task force meeting.

    • D. 

      You are letting employees know about a training opportunity.


  • 21. 
    Claims made by telephone or e-mail are just as effective as claims made in writing.
    • A. 

      True

    • B. 

      False


  • 22. 
    Although companies send routine letters to suppliers, government agencies, and other businesses, the most important letters go to customers
    • A. 

      True

    • B. 

      False


  • 23. 
    A personally written message will have much more impact on  your reader than a ready-made card.
    • A. 

      True

    • B. 

      False


  • 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. 

      True

    • B. 

      False


  • 25. 
    Which of the following is the best opening for a note expressing thanks for a gift?
    • A. 

      Thanks for the gift!

    • B. 

      Thanks, William, for the lovely watch you and your staff gave to me to commemorate my twentieth anniversary with the company.

    • C. 

      I can't believe I've been with the company for twenty years.

    • D. 

      A lot has changes over the past twenty years.


  • 26. 
    What is the best advice for writing goodwill messages?
    • A. 

      Send a goodwill message only to show appreciation for a gift or monetary award.

    • B. 

      Send a goodwill message promptly.

    • C. 

      Make a good impression by giving a ready-made card instead of writing your own message.

    • D. 

      Focus the message solely on the sender.


  • 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. 

      Details of the adjustment she desires.

    • B. 

      A clear description of the desired action.

    • C. 

      An explanation of the nature of her problem with the cell phone service.

    • D. 

      A goodwill statement and end date.


  • 28. 
    One of the best ways to open a direct request that is likely to be granted i a/an
    • A. 

      Thorough explanation of the needs and parameters of the request.

    • B. 

      Enthusiastic greeting and explanation of who t he writer is.

    • C. 

      Justification of the request made.

    • D. 

      Question or polite command.


  • 29. 
    A buffer is a statement that implies the bad news so that the reader is ready when it is announced.
    • A. 

      True

    • B. 

      False


  • 30. 
    Which of the following techniques would be most effective in buffering bad news?
    • A. 

      Putting your subjective reasons for refusal in the opening.

    • B. 

      Starting with something completely unrelated to keep the reader off-guard.

    • C. 

      Starting with the part of the message that represents the best news.

    • D. 

      Apologizing late in the letter with a statement such as We are responsible for your loss and are deeply sorry.


  • 31. 
    When abusive language that harms a person's reputation is spoken, it is called
    • A. 

      Libel

    • B. 

      Slander

    • C. 

      Legal liability

    • D. 

      Sexual harassment


  • 32. 
    Which of the following is the best advice to follow when explaining the reasons for bad news?
    • A. 

      The indirect strategy is unethical only if the writer intends to deceive the reader.

    • B. 

      Using the indirect method is a way to effectively hide the bad news from the reader.

    • C. 

      Delaying the bad news in a letter in manipulative.

    • D. 

      Delivering bad news is a fact of life in business, so you need not worry about ethics.


  • 33. 
    Which of the following is the best advice to follow ehn explaining the reasons for bad news?
    • A. 

      Doe everything you can to look like the "good guy", even if it means making unrealistic statements.

    • B. 

      Include a general statement that says the bad news results from company policy. Most readers will understand this explanation.

    • C. 

      Because it's important for the reader to understand the reasons for the bad news, it's acceptable to cite confidential reasons.

    • D. 

      Give an explanation of the causes before disclosing bad news.


  • 34. 
    In business messages, try to avoid careless language because careless language 
    • A. 

      Uses the direct approach for all business messages.

    • B. 

      Includes statements that could be damaging or misinterpreted.

    • C. 

      Clarifies the message and prevents misunderstandings.

    • D. 

      Defines the organization's policies.


  • 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. 

      True

    • B. 

      False


  • 36. 
    Using the indirect pattern to prepare the reader in a bad-news message
    • A. 

      Shows insensitivity to your reader.

    • B. 

      Enables you to keep the reader's attention until you have been able to explain the reasons for the bad news.

    • C. 

      Demonstrates your ability to vary your strategies.

    • D. 

      Creates enough lengthy explanation to confuse or distract the reader.


  • 37. 
    In revealing bad news, you can make statements to soften the blow, but you must avoid
    • A. 

      Admitting or implying responsibility for conditions that caused damage or injury.

    • B. 

      Making the receiver feel better despite the bad news.

    • C. 

      Statements that maintain good relations by reaffirming the company commitment to quality.

    • D. 

      The direct approach for all bad-news messages.


  • 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. 

      We take full blame for your espresso machine malfunctioning and realize that it may have even eventually caused injury.

    • B. 

      We apologize for any inconvenience this may have caused.

    • C. 

      We regret that you are unhappy with your espresso machine.

    • D. 

      We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.


  • 39. 
    The key to ethical commmunication lies in the motives of  the sender.
    • A. 

      True

    • B. 

      False


  • 40. 
    Letters that deny customer claims should clearly state when the customer is at fault in order to avoid company liability.
    • A. 

      True

    • B. 

      False


  • 41. 
    In order to be actionable (likely to result in a lawsuit), abusive language must be in writing.
    • A. 

      True

    • B. 

      False


  • 42. 
    When y ou must refuse a request, it is sometimes possible to offer an alternative, substitute, or compromise.
    • A. 

      True

    • B. 

      False


  • 43. 
    The best way to begin a persuasive request is to
    • A. 

      Immediately prove the merit of your request.

    • B. 

      Explain your request logically and concisely.

    • C. 

      Begin with a neutral but unrelated buffer that leads into the request.

    • D. 

      Capture the reader's attention and interest.


  • 44. 
    The opening of a sales letter is one of its most critical elements.
    • A. 

      True

    • B. 

      False


  • 45. 
    One tip for successful online sales messages is to provide a means for option out.
    • A. 

      True

    • B. 

      False


  • 46. 
    WHich of teh following illustrates a testimonial?
    • A. 

      We are confident that your skills in applying for and interviewing for jobs will improve with this training.

    • B. 

      After completing your training, I received job offers from three interviews in one week!

    • C. 

      Employers respond positively to well-written application letters and resumes, and they offer jobs to candidates who are confident and well-prepared.

    • D. 

      Scientifically proven self-actualization techniques will increase your self-confidence and boost your interviewing skills.


  • 47. 
    The body of a persuasive request should reduce resistance which means
    • A. 

      Focusing exclusively on the reader.

    • B. 

      Offering praise or compliments to shift reader attention.

    • C. 

      Anticipate arguments and offering counterarguments.

    • D. 

      Avoiding the mention of any potential reasons for resistance.


  • 48. 
    When requesting a favor or action, you should discuss only the direct benefits to the reader because indirect benefits are not persuasive.
    • A. 

      True

    • B. 

      False


  • 49. 
    Persuasive requests are generally more effective when they are direct.
    • A. 

      True

    • B. 

      False


  • 50. 
    The most important goal of the closing of a sales letter is stimulating the reader to act.
    • A. 

      True

    • B. 

      False


  • 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. 

      The direct strategy.

    • B. 

      A blended direct and indirect strategy.

    • C. 

      The indirect strategy.

    • D. 

      Circular reasoning.


  • 52. 
    Aaron is writing a persuasive request to his supervisor. What should he do in teh closing of his message?
    • A. 

      Motivate his supervisor to take action.

    • B. 

      Overcome any resistance that his supervisor might have to his request.

    • C. 

      Repeat all logical reasons supporting his request.

    • D. 

      Describe his request in detail.


  • 53. 
    A successful persuasive message will typically take more space than a direct message.
    • A. 

      True

    • B. 

      False


  • 54. 
    Most memos and e-mail messages end with
    • A. 

      Action information, including dates and deadlines.

    • B. 

      A summary of the message.

    • C. 

      A courteous, forward-looking closing thought.

    • D. 

      Any of the above.


  • 55. 
    Since e-mail messages are more casual than other business messages, little editing or proofreading is required.
    • A. 

      True

    • B. 

      False


  • 56. 
    When responding to a memo that requests information, what is the best way to probide this requested information?
    • A. 

      Order your responses in the same sequence as the request.

    • B. 

      Order your responses from the most important to the least important.

    • C. 

      Order your responses from the least important to the most important.

    • D. 

      All of the above.


  • 57. 
    Dashes(--) are usually used to introduce lists.
    • A. 

      True

    • B. 

      False


  • 58. 
    WHat steps should a writer take  to prepare to write a memo or e-mail message that responds?
    • A. 

      Make a brief outline of what will be covered in the message.

    • B. 

      Organize his or her thoughts.

    • C. 

      Collect any information that is necessary.

    • D. 

      All of the above.


  • 59. 
    "End Dating" is
    • A. 

      Writing an earlier date on a memo or e-mail message so that it looks as if you wrote it earlier.

    • B. 

      The last step before getting married.

    • C. 

      Putting the date on the last line of a message, under your typed name.

    • D. 

      Setting a deadline for a requested action to be completed.


  • 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. 

      True

    • B. 

      False


  • 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. 

      True

    • B. 

      False


  • 63. 
    Which of the following statements about the begining of an e-mail message or memo is most accurate?
    • A. 

      In most routine messages, the main idea should be revealed immediately.

    • B. 

      Begin by introducing yourself, your job title, and your department or company name.

    • C. 

      Since the purpose of the memo or e-mail is summarized in the subject line, do not restate it in the first sentence.

    • D. 

      To be courteous, start with something like " I am writing this e-mail to inform you that..."


  • 64. 
    You've decided to insert a vertical list into a document. You should
    • A. 

      Use a bulleted list when the order of the items in the list is important.

    • B. 

      Capitalize the first word in each item only if the item is a complete sentence.

    • C. 

      Add a period to the end of an item only if it's a complete sentence.

    • D. 

      All of the above.


  • 65. 
    Headings in a memo or e-mail message are useful for grouping together similar information.
    • A. 

      True

    • B. 

      False


  • 66. 
    Well written memos and e-mail messages can enhance the writer's image within the organization.
    • A. 

      True

    • B. 

      False


  • 67. 
    In a simple claim request, telling the reader immediately what action you would like taken is considered businesslike and efficient.
    • A. 

      True

    • B. 

      False


  • 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. 

      True

    • B. 

      False


  • 69. 
    Which of the following are considered routine business letters?
    • A. 

      Information responses

    • B. 

      Simple claim requests

    • C. 

      Action requests

    • D. 

      All of the above


  • 70. 
    A good way to open general letters of recommenation is "To whom it may concern".
    • A. 

      True

    • B. 

      False


  • 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. 

      As a separate enclosure

    • B. 

      In paragraph form in the body of your letter

    • C. 

      IN a bulleted or numbered list in the body or your letter

    • D. 

      As a P.S. at the end or your letter.


  • 72. 
    The most effective way to begin a customer claim response letter is to explain what went wrong.
    • A. 

      True

    • B. 

      False


  • 73. 
    Any explanation of why information is being requested should be placed in the introduction of an information request letter.
    • A. 

      True

    • B. 

      False


  • 74. 
    Which of the following is the most effective opening entence for an information response letter?
    • A. 

      "Pursuant to your letter of May9, this is to advise you about our banquet facilities for your June 30 sales meeting."

    • B. 

      "Yes, we have banquet facilities that will accommodate your group for your June 30 sales meeting."

    • C. 

      "We are so excited to be hosting your June 30 sales meeting"

    • D. 

      "This is to inform you that we recieved your letter of May9 asking for information about our banquet facilities for your June 30 sales meeting."


  • 75. 
    An attractive, ready-made greeting card will have much more impact on your reader than a personally written message.
    • A. 

      True

    • B. 

      False


  • 76. 
    Which of the following would be the most effective closing statement in a routine action request letter?
    • A. 

      "Because we must have the software installed by the beginning of the spring semester, please sent the academic version by December 30"

    • B. 

      "Thanking you in advance for sending the academic version of the software by December 30"

    • C. 

      "I would appreciate receiving the academic version of the software as soon as possible."

    • D. 

      "We hope to receive the academic version of the software by December 30."


  • 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. 

      True

    • B. 

      False


  • 78. 
    Tha ability to persuade is a trait important only for those who want to become managers and executives.
    • A. 

      True

    • B. 

      False


  • 79. 
    Effective persuastive calim letters
    • A. 

      Help the reader by showing who is to blame for the problem.

    • B. 

      Sound just angry, or emotional enough to get your point across.

    • C. 

      Present a logical case with clear facts.

    • D. 

      All of the above.


  • 80. 
    To compose effective sales letters, you should
    • A. 

      Analyze the market.

    • B. 

      Develop an effective mailing list.

    • C. 

      Study the product.

    • D. 

      All of the above.


  • 81. 
    The opening of a sales letter is one of its most critical elements
    • A. 

      True

    • B. 

      False


  • 82. 
    Which of the following is the most effective closing for a sales letter?
    • A. 

      "More than half of all new subscribers sign up for a full year at only $128"

    • B. 

      "Taking action today may be the smartest decision you's ever make"

    • C. 

      "Complete the enclosed card and mail it to us at your earliest convenience."

    • D. 

      "Come to our showroom before May31 to receive your 25 percent discount."


  • 83. 
    The most important goal of the closing of a sales letter is stimulating the reader to act.
    • A. 

      True

    • B. 

      False


  • 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. 

      True

    • B. 

      False


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