Free Essay

Business Communications

In: Business and Management

Submitted By kissinonlyu
Words 1536
Pages 7
QUESTION 1
1. In responding positively to a request, you will want to a. focus your message first on resale or on the promotion of other business products. b. apply an indirect pattern to demonstrate respect for the recipient. c. start with an explanation of the reasons the request is granted. d. apply the same direct pattern used in making requests.
4 points
QUESTION 2
1. Blogs have several internal communication purposes including a. providing information about benefits or featuring profiles on key employees. b. posting employee changes such as layoffs, promotions, and firings. c. announcing employee illnesses, adoptions, and vacations. d. posting administrative salaries, raises, and incentive packages.
4 points
QUESTION 3
1. Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and a. to persuade the receiver to follow your recommendations. b. to denote your leadership rank. c. to promote good relations. d. to allow you to identify your organization and position.
4 points
QUESTION 4
1. An e-mail message or memo usually ends with action information, needed dates, a summary of the message, or a a. reference line that includes the typist's initials. b. copyright notice or confidentiality statement. c. witty quotation. d. closing thought.
4 points
QUESTION 5
1. Porter'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. Create an imaginative IM name for herself such as "PrettySmart1." b. Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages. c. Include both professional and personal contacts on the same IM contact list for efficiency. d. Make sure she's available via IM at all times so that her colleagues can always reach her.
4 points
QUESTION 6
1. Experts advise that you use blogrolling to maximize effectiveness. What does blogrolling mean? a. You add links to other technologies, allowing viewers to access podcasts, Twitter feeds, Facebook pages, and company files. b. Your company or organization maintains separate blogs for each department or division and posts rolling messages daily. c. You frequently update or "roll over" the information on your blog to keep it fresh. d. You provide links to other sites or blogs on the Web that you find valuable and that are related to your business or industry.
4 points
QUESTION 7
1. One of the first steps you will take before delivering negative news is a. identifying who is to blame for the problem. b. drafting your message. c. analyzing how your receiver will react to this news. d. checking for sensitive language.
4 points
QUESTION 8
1. Which of the following is the most appropriate opening for an adjustment letter granting a claim? a. Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only. b. Thank you for your letter of November 16 describing your bad dining experience with us last weekend. c. The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence. d. We are very sorry to hear that your meal with us did not meet your expectations.
4 points
QUESTION 9
1. Which of the following statements about businesses' use of Facebook and other social networking sites is most accurate? a. Business use of Facebook and similar sites has now grown to nearly 40 percent of global companies. b. Media-savvy businesses can positively affect their customers' beliefs and counter negative perceptions on these sites. c. Social networking sites provide more obtrusive, less-tailored advertisements than traditional marketing campaigns. d. Facebook and other sites offer plenty of social opportunities, but companies have been unable to identify practical business applications.
4 points
QUESTION 10
1. News professionals, educators, and corporate trainers create digital audio or video files; and receivers can download the files to a computer or a smartphone to view or hear the file contents. What are these digital audio or video files called? a. Podcasts b. Wikis c. Blogs d. Web forums
4 points
QUESTION 11
1. What is the best advice for writing goodwill messages? a. Send a goodwill message promptly. b. Send a goodwill message to show appreciation for only a gift or monetary award. 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.
4 points
QUESTION 12
1. In the popular block letter format, which of the following guidelines apply? a. Use fully justified margins on all sides and center the body of the letter on the page. b. Use ragged, unjustified right margins. c. Double-space all content to improve readability. d. Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts at the left margin.
4 points
QUESTION 13
1. Your primary goal in writing a sales or marketing message is to a. get your audience to devote a few moments of attention to your message. b. become a perceptive consumer of ideas, products, and services. c. create a strong personal and professional image for yourself. d. demonstrate creativity and marketing skills.
4 points
QUESTION 14
1. You can effectively build interest in a sales message by a. appealing rationally to the seller's ego, status, or senses. b. emphasizing central selling points identified in the prewriting analysis. c. suggesting the reader lacks good judgment if he or she doesn't buy today. d. motivating action in the closing.
4 points
QUESTION 15
1. Why is the format of a business letter important? a. Incorrect letter formats will invalidate legal agreements. b. Even e-mails follow business letter format. c. Businesses use only one letter format: full block. d. The appearance of a business letter carries a silent message about the sender beyond the printed words.
4 points
QUESTION 16
1. Which of the following is an effective opening for a routine information request letter? a. Please answer the following questions about your Web hosting services. b. Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area. c. I recently read an article about your firm in the Cape Cod Times. d. My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
4 points
QUESTION 17
1. Show confidence in the closing of an adjustment letter by writing with a positive, confident tone; mentioning the product in a favorable light; and a. suggesting a new product or service. b. expressing your appreciation for the customer's business or anticipating future business. c. referring to the desire to be of service and to satisfy customers. d. All these choices are correct.
4 points
QUESTION 18
1. What do the letters RSS represent? a. Rotational Sales Service b. Random Service Sequence c. Really Simple Syndication d. Regional Statistical Strategy
4 points
QUESTION 19
1. When using the indirect strategy in a persuasive message, you should place the reasons and explanations a. in an attachment to the message. b. in the closing of the message. c. after the main idea. d. before the main idea.
4 points
QUESTION 20
1. In the body of your persuasive message, you will reduce resistance by a. avoiding any potential reasons for resistance. b. focusing exclusively on reader benefits. c. anticipating arguments and offering counterarguments. d. shifting reader attention through praise and compliments.
4 points
QUESTION 21
1. The indirect strategy can ethically be used to a. provide a setting in which to announce bad news. b. disguise a false statement. c. present a misleading claim to counter another charge. d. break bad news bluntly in the opening.
4 points
QUESTION 22
1. Techniques to motivate action in the closing of a sales message include offering a gift, promising an incentive, guaranteeing satisfaction, and a. setting an application opening date. b. limiting the offer. c. quoting a well-known proverb. d. setting no boundaries or limits.
4 points
QUESTION 23
1. The best way to begin a persuasive request is to a. capture the reader's attention and interest. b. use a neutral but unrelated buffer that leads into the request. c. immediately prove the merit of your request. d. explain your request logically and concisely.
4 points
QUESTION 24
1. Because access to the Web is readily available, the dangers are obvious. Which of these represents a common danger of the Web? a. People can access information on the Web. b. Fact checking is reducing productivity. c. Buzz may become more important than truth. d. It is difficult to establish or verify a reputation.
4 points
QUESTION 25
1. Which of the following is the most appropriate closing for an e-mail message or memo? a. Please let me know if I may be of further assistance. b. Please submit your report by August 1 so that the information can be presented at the seminar. c. Thank you in advance for answering my questions. d. It's been great talking with you.

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