GEB 3213 Chapter 9

14. This is a one- or two-paragraph outline of the product or service and how it meets the requirements and exceeds expectations. a. Background b. Cover page c. Benefits d. Executive summary e. Marketing plan

d. Executive summary

32. Which of the following about résumés is false? a. All résumé formats should organize information in the same way. b. Employers need your résumé to be accurate. c. Employers expect your résumé to be up to date. d. Employers expect your résumé to be clear. e. This document represents you in your absence.

a. All résumé formats should organize information in the same way.

21. RFQs: a. typically specify the product. b. emphasize cost. c. normally specify the guidelines for submission and evaluation criteria. d. are often job-specific. e. encompass a project that requires a timeline, labor, and materials.

b. emphasize cost.

27. The function of this report is to describe one-time events, such as trips, conferences, seminars, as well as reports from branch offices, industrial and manufacturing plants. a. Field study report b. Progress report c. Case study d. Feasibility study e. Benchmark report

a. Field study report

45. Which of the following is a sales message strategy for success? a. Know your audience b. Take big steps and give the audience a lot of information c. Start with your least interesting benefit d. Lead with reason e. Follow with emotion

a. Know your audience

6. What is the purpose of a memo? a. To inform b. To introduce you to a potential employer c. To announce a product or service d. To communicate feelings and emotions e. To introduce your skills and qualifications to prospective employers

a. To inform

4. Which of the following tips for effective business e-mails is true? a. Use "Reply All" sparingly. b. Use abbreviations. c. Be brief and omit necessary words. d. A good e-mail should conclude in five small paragraphs or less. e. Subject lines should be clear, lengthy, and specific.

a. Use "Reply All" sparingly.

16. According to the text, _____ is often the greatest challenge for Web-based services. a. delivery b. budget c. postpurchase customer service d. getting customers for your business e. location

a. delivery

12. The conclusion of a letter: a. may include a call to action. b. establishes the sender. c. establishes the purpose. d. articulates the message. e. sometimes includes contact information.

a. may include a call to action.

20. RFPs: a. typically specify the product, guidelines for submission, and evaluation criteria. b. emphasize cost. c. emphasize service and maintenance as part of the solicitation. d. are often job-specific. e. encompass a project that requires a timeline, labor, and materials.

a. typically specify the product, guidelines for submission, and evaluation criteria.

39. Which of the following about maximizing your scannable résumé content is true? a. Use nonstandard terms to stand out b. Choose a sans serif font like Arial that will not be misread c. Use italics, underlining, and lines d. The bigger your font, the more likely the computer is to make the error of combining adjacent letters e. Use Inkjet printers to get crisp letter formation

b. Choose a sans serif font like Arial that will not be misread

34. What is the advantage of a reverse chronological résumé? a. Highlights skills and experience b. Demonstrates a consistent work history c. Demonstrates skills that can clearly link to job functions d. Highlights the skills you have that are relevant to the job e. Points out to the reader how your qualifications and experience clearly match the job duties

b. Demonstrates a consistent work history

1. Which of the following statements is not true about texting? a. It has become a common way to connect. b. It is useful for long and complicated messages. c. It is a convenient way to stay connected with others when talking on the phone would be cumbersome. d. It is useful for short exchanges. e. It is a form of written communication using a digital device.

b. It is useful for long and complicated messages.

10. Which of the following about letters is false? a. It can serve to introduce you to a potential employer. b. It may include statements that align business and employee interest, and underscore common ground and benefit. c. It can be used to communicate feelings and emotions. d. It may serve to deliver important or specific information. e. It can be used to announce a product or service.

b. It may include statements that align business and employee interest, and underscore common ground and benefit.

43. In a sales message, the _____ should use humor, novelty, surprise, or the unusual to get noticed. a. introduction b. attention statement c. body d. conclusion e. residual message

b. attention statement

28. A progress report: a. analyzes problems and predicts whether current solutions will be practical, advisable, or produce the desired outcome(s). b. monitors and controls production, sales, shipping, service, or related business processes. c. makes recommendations to management and becomes a tool to solve problems and make decisions. d. discusses competing products with an analysis of relative advantages and disadvantages. e. documents and indicates the extent to which a product is within established compliance parameters.

b. monitors and controls production, sales, shipping, service, or related business processes.

2. Which of the following tips for effective business texting is not true? a. Know your recipient. b. Contacting someone too frequently can border on harassment. c. Anticipate intentional misinterpretation. d. Do not text and drive. e. Unplug yourself once in awhile.

c. Anticipate intentional misinterpretation.

17. Which of the following is false about business proposals? a. Each assertion in your business proposal requires substantiation. b. By association, if your organization is credible the product or service is often thought to be more credible. c. Ethos refers to enthusiasm, pathos to credibility, and logos to reason. d. In making claims about your product, you have to show why the claims you make are true and support your central assertion that your product is right for this client. e. Make sure you cite sources and indicate "according to" in your business proposal when you support your points.

c. Ethos refers to enthusiasm, pathos to credibility, and logos to reason.

36. What is the advantage of a combination résumé? a. It demonstrates a consistent work history. b. It demonstrates skills that can clearly link to job functions or duties. c. It highlights the skills you have that are relevant to the job and provides a reverse chronological work history. d. It is often associated with people who have gaps in their employment history. e. It highlights skills and experience.

c. It highlights the skills you have that are relevant to the job and provides a reverse chronological work history.

24. Which of the following about reports is false? a. Reports are part of any business or organization. b. They serve to document specific information for specific audiences, goals, or functions. c. Reports are always analytical. d. The type of report is often identified by its primary purpose or function. e. A report may have conclusions, propositions, or a call to action.

c. Reports are always analytical.

22. Which of the following about unsolicited proposals is true? a. Their presentation is typically customer-specific rather than general. b. They are often regarded as marketing materials, intended more to make direct sales than to stimulate interest for a follow-up contact. c. They can be tailored to specific businesses with time and effort. d. They encompass a project that requires a timeline, labor, and materials. e. They typically specify the product or service.

c. They can be tailored to specific businesses with time and effort.

5. A(n) _____ is normally used for communicating policies, procedures, or related official business within an organization. a. letter b. statement c. memo d. article e. agenda

c. memo

40. A sales message is the central _____ message that intrigues, informs, persuades, calls to action, and closes the sale. a. natural b. topical c. persuasive d. neutral e. refusal

c. persuasive

26. Which of the following about analytical reports is false? a. It introduces information with a comprehensive analysis to solve problems. b. It presents information with a complete analysis to demonstrate relationships. c. It demonstrates information with a comprehensive analysis to make recommendations. d. An example of an analytical report is a police accident report. e. Reports often involve the rational analysis of information.

d. An example of an analytical report is a police accident report.

18. Identify the incorrect statement regarding business proposals. a. A professional document is a base requirement. b. Information that pertains to credibility should be easy to find and clearly relevant. c. If word processing files have their formatting changed, a PDF format may be used to preserve content location. d. Effective, persuasive proposals are more often than not lengthy. e. There should be no errors in spelling or grammar, and all information should be accurate and clearly referenced when appropriate.

d. Effective, persuasive proposals are more often than not lengthy.

38. What is the advantage of a scannable résumé? a. Demonstrates skills that can clearly link to job functions or duties b. Highlights the skills you have that are relevant to the job and provides a reverse chronological work history c. Points out to the reader how your qualifications and experience clearly match the job duties d. Facilitates search and retrieval, and reduces physical storage costs e. Demonstrates a consistent work history

d. Facilitates search and retrieval, and reduces physical storage costs

7. Which of the following about a memo is false? a. It occasionally includes an element of persuasion or a call to action. b. It may be used to update a team on activities for a given project. c. It may be used to inform a specific group within a company of an event, action, or observance. d. It is more often written from a one-to-one, interpersonal perspective. e. It includes statements that align business and employee interest.

d. It is more often written from a one-to-one, interpersonal perspective.

35. What is the disadvantage of a functional résumé? a. It may be difficult to highlight skills and experience. b. Custom documents take additional time, preparation, and may not fit the established guidelines. c. They cannot clearly link to job functions or duties. d. It is often associated with people who have gaps in their employment history. e. Scanners may not read the résumé correctly.

d. It is often associated with people who have gaps in their employment history.

44. A(n) _____ is what the buyer gains with the purchase and is central to your sales message. a. appeal b. idea c. gift d. benefit e. reward

d. benefit

29. All of the following are key "body" elements of a report except: a. background. b. methodology. c. results. d. informational abstract. e. analysis and recommendations.

d. informational abstract.

31. A _____ is a document that summarizes your education, skills, talents, employment history, and experiences in a clear and concise format for potential employers. a. letter b. memo c. career portfolio d. résumé e. brochure

d. résumé

30. This part of a report clearly indicates the main results and their relationship to recommended action or outcome. a. Informational abstract b. Label, report, features title, author, affiliation, date, etc. c. A list of the main parts of the report d. Related supporting materials e. Concise presentation of findings

e. Concise presentation of findings

37. What is the disadvantage of a targeted résumé? a. Some employers prefer a reverse chronological order. b. It is often associated with people who have gaps in their employment history. c. They cannot clearly link to job functions or duties. d. It may be difficult to highlight skills and experience. e. Custom documents take additional time, preparation, analysis of the job announcement, and may not fit the established guidelines.

e. Custom documents take additional time, preparation, analysis of the job announcement, and may not fit the established guidelines.

19. Which of the following about solicited proposals is true? a. Solicitation may come in the form of an indirect verbal or written request. b. Normally solicitations are direct, closed-bid to the public, and informally published. c. They require a thorough understanding of the market, product and/or service, and their presentation is typically general. d. They are often regarded as marketing materials, intended more to stimulate interest for a follow-up contact than make direct sales. e. If you have been asked to submit a proposal it is considered solicited.

e. If you have been asked to submit a proposal it is considered solicited.

42. Which of the following is false about sales messages? a. Buyers make purchase decisions on emotion as well as reason. b. If your sales message does not appear to have credibility, the message will be dismissed. c. If your sales message focuses exclusively on emotion, with little or no substance, it may not be taken seriously. d. Even if buyers have researched all the relevant facts about competing products, the decision may still come down to impulse, emotion, and desire. e. If your sales message focuses exclusively on reason and nothing but the facts, you may appeal to the majority of the audience.

e. If your sales message focuses exclusively on reason and nothing but the facts, you may appeal to the majority of the audience.

13. Which of the following about a business proposal is false? a. An effective business proposal's emphasis on persuasion guides the overall presentation. b. An effective business proposal is built around a great idea or solution. c. It features many of the common elements of a report. d. In order to be successful in business, you should be familiar with the business proposal. e. It is a document designed to make a persuasive appeal to the audience to achieve an imperceptible outcome.

e. It is a document designed to make a persuasive appeal to the audience to achieve an imperceptible outcome.

9. _____ are often printed on letterhead paper, and represent the business or organization in one or two pages. a. Memos b. Articles c. Agendas d. Statements e. Letters

e. Letters

3. Which of the following statements is true about e-mail? a. In business, it has largely replaced memos for external correspondence. b. In business, it has taken the place of print hard copy letters for internal communication. c. It can be very useful for messages that have slightly less content than a text message. d. It is best used for fairly lengthy messages. e. Many businesses use automated e-mails to acknowledge communications from the public.

e. Many businesses use automated e-mails to acknowledge communications from the public.

8. Which of the following is not a tip to be followed for writing effective business memos? a. Always consider the audience and their needs when preparing a memo. b. Memos are often announcements which are linear, from the organization to the employees. c. The subject is normally declared in the subject line and should be clear and concise. d. Memos are always direct. e. Memos should have a subjective tone.

e. Memos should have a subjective tone.

23. _____ are documents designed to record and convey information to the reader. a. Statements b. Memos c. Letters d. Forms e. Reports

e. Reports

11. Which of the following about letters is true? a. If your letter includes a letterhead with the return address information, either in the header or the footer, you still need to include it before the date. b. The date should be placed at the top, left justified, and three lines from the top of the page. c. Use impersonal salutations like "Dear Prospective Customer," as using personalization can make future clients uncomfortable. d. Your signature should be five lines after the close, where you should type your name (required) and, on the line below it, your title (required). e. The conclusion can serve to remind the reader, but should not introduce new information.

e. The conclusion can serve to remind the reader, but should not introduce new information.

25. What is the primary function of a report? a. To focus on work history b. To serve as a written record of correspondence c. Demonstrate skills that can clearly link to job functions d. Setting the agenda e. The demonstration of an analysis

e. The demonstration of an analysis

33. The first element of the contact information is your _____. a. address b. phone number(s) c. e-mail address d. photograph e. name

e. name

41. Sales messages are often discussed in terms of: a. reason versus faith. b. reason versus excuse. c. reason versus belief. d. reason versus loyalty. e. reason versus emotion.

e. reason versus emotion.

15. In a business proposal, the _____ is a clear presentation, often with visual aids, of the process, from start to finish, with specific, dated benchmarks noted. a. conclusion b. proposal c. marketing plan d. executive summary e. timeline

e. timeline