Business Communication C1 Level Test

2.

It was nearly 2 a.m. when Jaynell Washington arrived at her hotel; she was tired and hungry. When she asked the desk clerk how to get to the hotel coffee shop, she was told it was closed. Disappointed, she went to her room. About 15 minutes later, the desk clerk arrived at Jaynell’s room with a plate of cheese and fresh fruit. The clerk refused the tip Jaynell offered, and no food charge was added to her bill. By doing more than was expected, the desk clerk helped achieve the business communication goal of:

Receiver understanding.
Receiver response.
Favorable relationship.
Organizational goodwill.

Correct Answer

A. Favorable relationship.

Explanation

The desk clerk went above and beyond by bringing Jaynell a plate of cheese and fresh fruit even though the coffee shop was closed. This act of kindness and thoughtfulness helps to establish a positive and favorable relationship between Jaynell and the hotel. It shows that the hotel cares about their guests and is willing to go the extra mile to make their stay enjoyable. By exceeding expectations, the desk clerk helps to build trust and loyalty, which is essential for maintaining a favorable relationship with customers.

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3.

When working to create and maintain a favorable relationship with a receiver, a sender should:

Choose positive words.
Do just what the receiver expects.
Stress mutual interests and benefits.
Use technical terms.

Correct Answer

A. Choose positive words.

Explanation

When working to create and maintain a favorable relationship with a receiver, it is important for a sender to choose positive words. Positive language helps to create a positive atmosphere and fosters a sense of trust and goodwill between the sender and receiver. By using positive words, the sender can convey their message in a more friendly and optimistic manner, which can help to build a stronger and more positive relationship with the receiver.

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4.

A communicator’s status within an organization has the greatest influence in:

Grapevine communication.
Horizontal communication.
Network communication.
Vertical communication.

Correct Answer

A. Vertical communication.

Explanation

The status of a communicator within an organization refers to their position or rank in the hierarchy. In vertical communication, information flows up and down the chain of command, between different levels of management. The higher the status of a communicator, the more influence they have in this type of communication. Grapevine communication refers to informal, unofficial communication channels, which are not influenced by status. Horizontal communication occurs between individuals at the same level of the organizational hierarchy. Network communication refers to communication within a network or group, which may not be directly influenced by status.

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1

5.

Which of the following terms best describes the grapevine as a communication pattern?

Diagonal
Informal
Serial
Verbal

Correct Answer

A. Informal

Explanation

The term "informal" best describes the grapevine as a communication pattern. The grapevine refers to the informal network of communication that exists within an organization, where information is passed on through unofficial channels such as gossip, rumors, and informal conversations. Unlike formal communication channels, the grapevine is not governed by organizational hierarchy or official protocols. It is often faster and more flexible, but also less reliable and prone to distortion. Therefore, the term "informal" accurately captures the nature of the grapevine as a communication pattern.

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6.

Tasha Gibbs, a clerk at Memories and More, must notify Alec Preble that the crystal vase he special ordered as a gift for his grandmother on her 70th birthday arrived with a crack in the base. Tasha has ordered a replacement vase, but it won’t be delivered before Alec leaves for Grandma Preble’s party. What method should Tasha use to convey her message?

E-mail
Face-to-face meeting
Letter
Memo
Telephone call

Correct Answer

A. Telephone call

Explanation

Tasha should use a telephone call to convey her message because it allows for immediate communication and ensures that Alec is notified in a timely manner. Since Alec is leaving for the party before the replacement vase can be delivered, a telephone call would be the most efficient method to inform him about the cracked vase. It allows for a direct conversation where Tasha can explain the situation and discuss any possible alternatives or arrangements that need to be made.

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7.

A receiver’s concerns and needs are considered in which element of audience analysis?

Attitudes
Emotional Reaction
Interests
Knowledge

Correct Answer

A. Interests

Explanation

In audience analysis, the element that considers a receiver's concerns and needs is their interests. By understanding the interests of the audience, a speaker or communicator can tailor their message to be more relevant and engaging for the audience. This helps to capture their attention and ensure that the message resonates with them. Understanding the interests of the audience also allows the speaker to address any potential objections or questions that may arise, leading to a more effective communication process.

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8.

Culture should be considered as part of which audience analysis element?

Attitudes
Emotional Reaction
Interests
Knowledge

Correct Answer

A. Attitudes

Explanation

Culture should be considered as part of the audience analysis element of attitudes because culture greatly influences people's attitudes and beliefs. Culture shapes an individual's values, norms, and worldview, which in turn affect their attitudes towards various topics. Understanding the cultural background of the audience helps in tailoring the message or content to align with their attitudes and avoid any potential misunderstandings or conflicts. By considering culture as part of the audience analysis, communicators can ensure that their message resonates with the target audience and effectively addresses their attitudes.

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9.

Which of the following sentences best reflects the you-viewpoint?

Bank with RiverCity Bank, the friendliest bank in town!
Make RiverCity Bank your bank.
To get the service you need and the respect you deserve, bank with River City Bank.
You’ll like RiverCity Bank’s location and services.

Correct Answer

A. To get the service you need and the respect you deserve, bank with River City Bank.

Explanation

The sentence "To get the service you need and the respect you deserve, bank with River City Bank." best reflects the you-viewpoint because it directly addresses the reader and emphasizes the benefits and value they will receive by choosing River City Bank as their bank. It focuses on the reader's needs, desires, and perspective, making it a customer-centric statement.

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10.

The phrase “talking a mile a minute” is an example of a/an:

Denotation
Idiom
Inference
Metaphor

Correct Answer

A. Idiom

Explanation

The phrase "talking a mile a minute" is an example of an idiom. Idioms are expressions that have a figurative meaning different from their literal interpretation. In this case, "talking a mile a minute" means speaking very quickly and rapidly, not literally talking at a specific speed. This phrase cannot be understood by its individual words, but rather by the cultural context and common usage of the expression.

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Business Communication C1 Level Test

Unlike journalistic or creative writing, business writing is:

Quiz Preview

When working to create and maintain a favorable relationship with a receiver, a sender should:

A communicator’s status within an organization has the greatest influence in:

Which of the following terms best describes the grapevine as a communication pattern?

A receiver’s concerns and needs are considered in which element of audience analysis?

Culture should be considered as part of which audience analysis element?

Which of the following sentences best reflects the you-viewpoint?

The phrase “talking a mile a minute” is an example of a/an: