ch. 13 cs

Select all that apply Select all the ways to effectively communicate in business writing.

Use reader management to convey a positive tone. Use the AVARFM principle for delivering good news. Give the reader a reason to keep reading. Guide the reader to behave how you want through your style and word choice.

Select all that apply Select all the statements about the use of slang, jargon, and buzzwords in business communication that are correct.

Using slang your reader is unfamiliar with leads to a communication breakdown. Improper use of these words makes it seem like you do not care if the reader understands your message. Jargon should be reserved for communicating with people in your industry with expertise and knowledge of its meaning.

Select all that apply Select all the phrases that grab the reader's attention in a good news letter.

Congratulations! Great news! You have been selected...

Select all that apply Select all the statements that accurately describe the use of active voice in written business communication.

It is best to use the active voice in business communication. Active voice focuses on the subject of the sentence. Active voice clarifies who is taking action. Active voice eliminates unnecessary words.

What is the role of e-mail in customer communication?

It is important, but it should be used sparingly.

Select all that apply Select all the guidelines you should follow when developing the body of a letter.

Make your paragraphs concise. Begin with a strong opening statement. Single-space the paragraphs.

Select all that apply Select all the statements that accurately describe how people respond to written information.

People are often unaware that the message has a personalized tone. First and second person pronouns create a mental link with the recipient. People respond well when the information is directed at them. People respond well to a conversational tone.

Select all that apply Select all the statements about the role of grammar in written business communication that are correct.

Proper grammar is essential to effectively convey your thoughts and ideas to customers. Poor grammar can cause your company to lose customers. Poor grammar makes your company look unprofessional.

What should you do when you have to say no to customers?

Protect the relationship between the customer and the organization.

Select all that apply Select all the choices that are writing style guides.

Publication Manual of the American Psychological Association MLA Handbook for Writers of Research Papers The Gregg Reference Manual The Chicago Manual of Style

Select all that apply Select all the questions you should ask yourself while determining the purpose of a written business communication.

What are the key points that need to be made? What action is the recipient being encouraged to take? What does the recipient already know about the topic? How does the recipient feel about the topic?

What term refers to language that avoids the use of words that might be considered demeaning or offensive based on personal perceptions or stereotypes?

inclusive language

What is a relaxed or casual style of writing or addressing someone known on a personal level when sending letters, memorandums, email, or text messages?

informal formatting

The opening of a letter contains the Blank______.

inside address and the salutation

What word refers to terminology that is technical and used by or oriented to a specific group, profession, or activity and is not easily understood by people outside the group or without previous knowledge of the meaning?

jargon

Drag each description to the part of speech it describes.

noun- names a person, place, thing, idea, ability, or quality pronoun- traditionally used in place of a noun verb- tells the condition, action, or state of being related to the subject of the sentence adverb- answers the questions When? Where? Why? How? How much? and to what degree?

In which part of a letter would you find the phrase "Dear Mr. Rose"?

opening

In which phase of written communication are you particularly focused on the audience and selecting the format?

planning

What is the first step in creating written messages?

planning

Select all that apply Select all the practices to avoid when sending business text messages.

repeatedly using special characters including e-mail addresses using emojis writing in all capital letters

One major downside of written communication is that you are often unable to do what?

see the customer's response to the message

Select all that apply Select two methods that will help you avoid sending a negative message when you are feeling strong emotions.

Ask someone else to proofread the message before you send it. Proofread the message at least several hours after you have written it and after you have relaxed.

Select all that apply Select all the statements that accurately describe the use of text messaging in business.

Businesses avoid text messaging when they need to send highly formal communications. Large companies use SMS marketing in inbound and outbound activities. Text messaging allows small businesses to informally interact with new customers.

Which question do you have to consider specifically when editing an email message but not other business communications?

Did I remember to include the attachments?

Select all that apply Select all the questions that are often left unanswered when you use written communication to interact with customers.

Did the customer get the message? Did the customer read the message? Is the customer going to respond to the message? How did the customer react to the message?

Select all that apply Select all the choices that accurately describe the use of e-mail in business.

E-mail has to be used carefully because it is usually informal. The use of e-mail has become important to almost all businesses. E-mails need to be proofread just like any other written messages.

How do you properly use the active voice in written business communication?

Focus on the subject of the sentence.

Select all that apply Select all the questions you should ask before sending a business message that was written when you were emotional.

Have I addressed the customer's problem? What message is this correspondence trying to convey? How would I react to this message? Is there anything in this message that the customer will take the wrong way?

Select all the questions you should ask before sending a business message that was written when you were emotional.

Is there anything in this message that the customer will take the wrong way? How would I react to this message? Have I addressed the customer's problem? What message is this correspondence trying to convey?

Select all that apply Select all the reasons for communicating with customers through written means.

It allows the sender to edit the message. It creates a visual message. It allows readers to review the message. It creates a formal message.

What does inclusive language do?

It avoids offensive and exclusive terms.

Select all that apply Select all the choices that accurately describe the heading of a letter.

It should include the name and address of your organization. If it is being sent to a European country, the date should use a sequence of day, month, and year. It should include your e-mail address and telephone number.

How should you approach word choice when writing to customers?

Pleasantries such as "please" and "thank you" make customers feel appreciated.

Select all that apply Select all the statements that accurately describe how to deliver bad news and say no to customers in a positive way.

State the reason for the refusal. Reaffirm the value of the customer. Begin with something pleasant. Use a buffer statement.

Select all that apply Select all the statements that accurately reflect what surveys by Quiq and SlickText say about the use of text messaging.

The ability to send images through texts facilitates communication. Most Americans want places they like to do business with to send them offers via text messages. Most customers prefer to be contacted by text message.

What is the issue with using the words "foreman" and "mankind" in a business letter?

They are not inclusive terms.

How does technology such as spelling and grammar checkers factor into your written business communication?

They are useful for catching many errors, but they should not be relied upon to catch everything.

In the statement "Your account is delinquent because you have neglected to make payment," what is the issue with the words "delinquent" and "neglected?"

They convey a negative tone.

Select all that apply Select all the statements that accurately describe the role of extra words in written business communication.

They have little ability to improve your message. They can make it hard to determine the meaning of the message. They can lead to confusion.

How should you use text messages when communicating with customers?

They should be concise.

How does written communication vary from speaking in-person or on the telephone?

Written communication can be more formal.

Select all that apply Select all the statements that accurately describe the drafting phase of a business letter.

You can write down important ideas on cards to rearrange later. You should try to write out the main idea of your message. You can verbally record thoughts to write out later.

Select all that apply Select all the statements that accurately describe the process of prompting customer action through business writing.

You should prompt the customer to action after getting their attention. You may want the customer to act by telling people about your company. You may want the customer to act by responding to you.

Select all that apply Select all the statements that accurately describe how to edit written business communications.

You should try to catch all errors before sending the message. You should ask someone else to look over your message. You should make sure your message is clear and concise. Your message must have some type of signature.

Select all that apply Select all the statements about gaining customer attention through written communication that are true.

You should use the AVARFM principle. You must grab the customer's attention almost immediately. You should show appreciation to the customer.

The Publication Manual of the American Psychological Association and the The Gregg Reference Manual are both examples of what?

writing style guides

Select all that apply Select all the words that convey a negative tone.

abuse rude neglect shortsighted

Drag each description to the element of speech it describes.

adjective- enlivens sentences by modifying, limiting, or describing a noun or pro-noun conjunction- used to connect words, phrases, clauses, or sentences preposition- connects a noun or pronoun with other words in a sentence and also shows direction or location interjection- expresses emotion or surprise

What should you primarily focus on doing in the drafting phase of a written business message?

assembling your core message

In which part of a letter would you find the phrase "Respectfully yours"?

closing

How should you use words in written business communication?

be concise

How are words classified as different parts of speech?

by their purpose in a sentence

Select all that apply Select the four main parts of a letter.

closing heading opening body

Which one of these letter components is found in the heading?

date

During which stage of writing business communication should you ask yourself what the recipient needs to know and what the recipient should do?

determining the purpose

Which of these methods results in the best customer response to written business communications?

directing the message at the recipient

Select all that apply Select the three steps in developing a written message.

drafting editing and proofreading planning

Select all that apply Select the three types of written materials most often used by someone dealing with customers.

electronic mail memorandums letters

Select all that apply Select all the components of the closing of a letter.

enclosures copy notation reference initials postscript

Select all that apply Select all the examples of gender-neutral terms representing inclusive language.

firefighter member of the clergy manager

What is the first part of a letter?

heading

"See" is a verb because it does what?

tells the action, condition, or state of being related to the subject

What form of communication is sometimes used in addition to the three main types of written materials used to communicate with customers, especially when responding to customers or providing small bits of information?

text messages

What makes up the body of a letter?

the message

Select all that apply Select all the factors you should specifically consider during the planning phase of written communication.

timing delivery method purpose audience

What is the most important legal reason for using written communication?

to document what has taken place

Select all that apply Select all the common purposes for written correspondence with customers.

to get customers to tell others about your products and services to get customers to answer a survey for you to get customers to contact you in the future to get customers to use your products

Select all that apply Select the four primary reasons why good business writing is important.

to reduce and solve customer service problems to document events and communication to market yourself for promotions and pay raises to create a nonverbal image

What is the easiest way to gain a customer's attention?

using the AVARFM principle

Select all that apply Select all the words that convey a positive tone.

valued assure benefit

Select all that apply Select all the choices that identify one of the eight parts of speech.

verb conjunction noun

In which circumstance would you use informal formatting in a business letter?

when you know the recipient on a first-name basis