Business Communications Finals

What should an effective letter of transmittal include? A list of figures A heading and graduate subheadings A brief description of the project

a brief description of the project

What should you include in the report? Check all that apply. A set of minor topic headings A closing that expresses appreciation An exact date, name, and location A summary of three to five main points that will benefit the reader A summary of 10 to 20 points that will benefit the reader

A closing that expresses appreciation An exact date, name, and location A summary of three to five main points that will benefit the reader

What should you include in the opening of an adjustment letter? A positive explanation of compliance An explanation of why the customer is at fault, even though you will comply with the request. A promise you probably won't be able to fulfill

A positive explanation of compliance

hy is it important to include an accurate, well-researched budget with your proposal? A well-researched budget requires fewer pages The writer will demonstrate expertise A proposal is a legal contract

A proposal is a legal contract

What motivators should the action section of your sales message include? Check all that apply. A satisfaction guarantee A deadline A proof of purchase An unauthorized endorsement

A satisfaction guarantee A deadline

What could you include in your response that would restore confidence? Check all that apply. A refusal of responsibility An angry or defensive remark A statement that mentions you've enclosed discount coupons An alternative

A statement that mentions you've enclosed discount coupons An alternative

What should you include in the closing of a direct claim letter? A series of open-ended questions A statement that promotes goodwill and includes an end date and action request A clear statement of the problem

A statement that promotes goodwill and includes an end date and action request

When are business letters necessary? Check all that apply. Sensitivity is inconsequential. Confidentiality is paramount. Intercultural communication is required. Information requires fact checking. A permanent record is required.

Confidentiality is paramount., A permanent record is required.

What should be included in the body of an adjustment letter? Check all that apply. An explanation of compliance A statement that rebuilds faith in future business An attempt to regain customer confidence A statement that discourages future business transactions An acknowledgement of negligence

An explanation of compliance A statement that rebuilds faith in future business An attempt to regain customer confidence

Which of the following are elements of effective persuasion? Check all that apply. Anticipates objections Asks for a particular, easy-to-take action. Builds interest Asks for an unspecified outcome Provides vague and unproven examples Asks for an unspecified outcome Provides vague and unproven examples

Anticipates objections Asks for a particular, easy-to-take action. Builds interest

When assessing the credibility of web sources like wikis and discussion forums, what criteria should you evaluate? Popularity, content, respondents, relevance Content, design, number of posts Authority, currency, content

Authority, currency, content

ow can you motivate action in the closing of your cover letter? Check all that apply. Avoid suggesting reader benefits. Avoid wishy-washy expressions like I hope. Supply your phone number and the best times to call you. Ask for the job.

Avoid suggesting reader benefits. Avoid wishy-washy expressions like I hope.

Choose the best cover letter opening for an unsolicited job. Because PublicOrg, Inc. is expanding its public relations department, are you in need of a candidate with ten years of public relations experience in the nonprofit sector? I would welcome the opportunity to enhance and strengthen your public relations department. I would welcome the opportunity to enhance and strengthen your public relations department. Are you needing someone with experience in the nonprofit sector? I have great interest in your organization and the work you do. Are you in need of a highly qualified public relations executive to enhance your department?

Because PublicOrg, Inc. is expanding its public relations department, are you in need of a candidate with ten years of public relations experience in the nonprofit sector?

Choose the best statement for the body of a cover letter. I have a lot of organization skills, and I am an excellent team player because of many group projects I was a part of. Because you are seeking an administrative assistant with proven organizational skills and the ability to be a team player, I want to submit my instructor's comments on a successful group project I recently led. I have had many opportunities in my college courses to hone my organizational skills and to practice being a team player.

Because you are seeking an administrative assistant with proven organizational skills and the ability to be a team player, I want to submit my instructor's comments on a successful group project I recently led.

Some analysts claim that between 50 and 80 percent of all jobs are filled in the hidden job market. How can a job seeker best access the hidden job market? By looking at print and online ads By searching job boards such as Monster and Career Builders By networking and utilizing referrals

By networking and utilizing referrals

Identify the key elements to incorporate when making a request for a claim or adjustment. Check all that apply. Chronology of details Communicating feelings politely Logical case Moderate tone Sincere praise Excessive detail

Communicating feelings politely Logical case Moderate tone Sincere praise

When writing a sales message in which price is an issue, what can you do to reduce resistance? Stretch the truth to make your product look better. Compare your prices favorably with those of a competitor. Delay mentioning a price until after you create a desire for the product. Show the price in large units.

Compare your prices favorably with those of a competitor. Delay mentioning a price until after you create a desire for the product.

What are the risks of social networking for businesses? Check all that apply. Compromised trade secrets Productivity losses Damaging employee posts Viral marketing

Compromised trade secrets Productivity losses Damaging employee posts

Choose the best cover letter opening for a solicited job. An individual from your company told me that FedMax is seeking an experienced employee to work on a new product campaign. I've enclosed a summary of my qualifications that demonstrate a readiness for this position. Dan Brown, a member of your marketing team, told me that FedMax is seeking an experienced marketer to work on a new product campaign. Enclosed is a summary of my qualifications that demonstrate a readiness for this position. Dan Brown told me that you guys are seeking a marketer to do some work on a marketing campaign. I've enclosed a summary of my qualifications if you would like to look them over.

Dan Brown, a member of your marketing team, told me that FedMax is seeking an experienced marketer to work on a new product campaign. Enclosed is a summary of my qualifications that demonstrate a readiness for this position.

What should you consider when evaluating your qualifications? Check all that apply. Do I communicate well in speech and in writing? How do I measure personal satisfaction? What do I want out of a professional career? What technology skills do I offer? What skills have I acquired in school, on the job, or through activities?

Do I communicate well in speech and in writing? What technology skills do I offer? What skills have I acquired in school, on the job, or through activities?

What are the typical sources for gathering factual data for informal reports? Check all that apply. Electronic resources Printed material Observation Interviews

Electronic resources Printed material Observation Interviews

Which example would be best formatted as a persuasive message? Response to request for information about equipment Customer-service survey results Information about failure to follow procedures Encouragement to join company-sponsored weight-loss program

Encouragement to join company-sponsored weight-loss program

Which of the following will help ensure that interaction with remote members will have the best results during virtual meetings? Check all that apply. Ensure it is clear who is speaking during an audioconference Assume everyone will work on the same time zone and respond as much Interrupt when the meeting is going off track Humanize virtual meetings Encourage participants to log in 15 minutes early

Ensure it is clear who is speaking during an audioconference Humanize virtual meetings Encourage participants to log in 15 minutes early

Being ready to respond to conflicting beliefs, values, and attitudes. Make reasonable and specific requests Recognize the power of loss Expect and overcome resistance Establish credibility

Expect and overcome resistance

What should you include in a persuasive claim or complaint message? Check all that apply. Blow-by-blow chronology of details Expression of personal disappointment or other feelings Data that justifies your claim Accusations of deceit

Expression of personal disappointment or other feelings Data that justifies your claim

The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear? Check all that apply. Frame your request logically. Use the recipient's first name. Set an end date when appropriate. Organize your ideas. Itemize information to improve readability.

Frame your request logically. Set an end date when appropriate. Organize your ideas. Itemize information to improve readability.

Choose the best statement for the closing of a cover letter. I am confident that my three years of experience in a fast-paced office environment, my proven organizational skills, and my attention to detail will benefit your company. If you see that my qualifications are a match to the position, please call me at (435) 463-3642 before 9 a.m. or after 4 p.m. for an interview. Of course, I am the best candidate for this position. Your company would be lucky to have me as an employee. My three years of experience in a fast-paced office environment, my practiced organizational skills, and my attention to detail more than qualify me for this position. Please call me at (435) 463-3642. Thank you for giving me the opportunity to briefly present my qualifications. I am confident my skills and experience will benefit your company. I hope you will call me soon so we can talk. I can be reached at (435) 463-3642.

I am confident that my three years of experience in a fast-paced office environment, my proven organizational skills, and my attention to detail will benefit your company. If you see that my qualifications are a match to the position, please call me at (435) 463-3642 before 9 a.m. or after 4 p.m. for an interview.

I demand an immediate explaination for your unexpected absense from the meeting. Which of the following is the best revision of the sentence above? I demand an immediate explanation for your unexpected absence from the meeting. I demand an immediate explaination for your unexcepted absence from the meeting. I demand an imediate explination for your unexpected abcense from the meeting.

I demand an immediate explanation for your unexpected absence from the meeting.

Identify an element of a successful persuasive tweet. To fit in all the AIDA elements, break a longer message into a multi-part tweet. Target tweets at notable public figures in the hopes that they will retweet. Include a call to action to click a link, sign a petition, or follow a related company outlet.

Include a call to action to click a link, sign a petition, or follow a related company outlet.

Which of the following will help you make the best impression possible with your blog? Check all that apply. Include a call to action Spend the most time on details Provide details in the body Don't respond to negative posts Avoid visuals Edit Use a catchy title

Include a call to action, provide details in the body, edit, use a catchy title

Which of the following are components of an effective report heading? Check all that apply. It has a clear hierarchy of heading levels It has punctuation correctly applied It uses creative capitalization It is grammatically different from other headings It is capitalized and emphasized carefully

It has a clear hierarchy of heading levels It has punctuation correctly applied It is capitalized and emphasized carefully

The persuasive techniques used for print messages also work with electronic messages; there are, however, a few key differences. Identify the guidelines for creating effective e-mail sales messages. Check all that apply. Craft a catchy subject line. Do not include color graphics. Keep the main information "above the fold." Make the message short, conversational, and focused. Provide a means of opting out.

Keep the main information "above the fold." Make the message short, conversational, and focused. Provide a means of opting out.

Which of the following is an outcome of incivility at the workplace? Check all that apply. Better health More focus on the work Increased helpfulness Lack of effort on the job Loss of customers

Lack of effort on the job Loss of customers

What should you include in a message that denies a claim? Check all that apply. Language that doesn't blame or accuse the customer Accusations that the customer is dishonest Indirect strategy Statements that sound preachy

Language that doesn't blame or accuse the customer indirect strategy

When you are conducting research online, how can you be sure the source is credible? Check all that apply. Check all that apply. Look for positive reviews and posts Determine which independent sources evaluated the information Determine the initial problem statement the source was trying to prove Scrutinize who authored and published it Look for authentication

Look for positive reviews and posts, look for authentication

When writing a recommendation report using an indirect strategy, how should you write your subject line? Make a general reference to the problem, not your recommendation. Make a general reference to your recommendation, not the problem.

Make a general reference to the problem, not your recommendation.

What should you do when delivering the bad news to your organization? Check all that apply. Offer a clear, sincere explanation. Let employee rumors communicate the news. Offer little explanation. Communicate the news openly.

Offer a clear, sincere explanation. Communicate the news openly.

When a company must refuse a request for a donation to a charitable organization, how should the refusal message be focused? On the positive attributes of the charitable organization On the state of not-for-profit giving and donation cycles On the myriad reasons why the company is unable to donate

On the positive attributes of the charitable organization

How has persuasion changed in the digital age? Check all that apply. Persuasive messages are slow to engage audiences Persuasion is more complex and impersonal Persuasive techniques are more subtle and misleading All businesses are in the persuasion business Persuasive messages are targeted to very specific audiences

Persuasion is more complex and impersonal Persuasive techniques are more subtle and misleading All businesses are in the persuasion business

What strategies should a direct response message use? Check all that apply. Include personal references to your own experience. Close with an open-ended question to promote dialogue. Place the most important information first. Identify previous correspondence and the reason for writing in the subject line. Use graphic devices to make the message more readable.

Place the most important information first. Identify previous correspondence and the reason for writing in the subject line. Use graphic devices to make the message more readable.

What strategies should a direct response message use? Check all that apply. Include personal references to your own experience. Close with an open-ended question to promote dialogue. Place the most important information first. Identify previous correspondence and the reason for writing in the subject line. Use graphic devices to make the message more readable.

Place the most important information first. Identify previous correspondence and the reason for writing in the subject line. Use graphic devices to make the message more readable.

Select the most appropriate opening for a direct claim letter when the remedy is obvious. Please send me a new Nintendo 3DS to replace my broken 3DS, which is still under full warranty. My Nintendo 3DS screen went blank, and I can't play games on it anymore. I would like to ask for a new one. As you read this letter, please consider the fact that my Nintendo 3DS is still under full warranty.

Please send me a new Nintendo 3DS to replace my broken 3DS, which is still under full warranty.

Which of the following words means events used as an example for subsequent situations? Precedents Precedence

Precedents

What should you do after you've composed your draft in response to this request? Check all that apply. Proofread for format, punctuation, and correctness. Decide whether to use passive or active voice. Determine what pattern to use. Switch positions and put yourself in the receiver's shoes.

Proofread for format, punctuation, and correctness Switch positions and put yourself in the receiver's shoes.

What should the body of the claim letter do? Check all that apply. Provide specific details about what went wrong. Document facts logically, objectively, and unemotionally. Suggest you will continue business once the problem is resolved. Include an angry statement explaining your ideas. Avoid blame or accusation.

Provide specific details about what went wrong. Document facts logically, objectively, and unemotionally. Avoid blame or accusation.

What should the body of the claim letter do? Check all that apply. Provide specific details about what went wrong. Document facts logically, objectively, and unemotionally. Suggest you will continue business once the problem is resolved. Include an angry statement explaining your ideas. Avoid blame or accusation.

Provide specific details about what went wrong. Document facts logically, objectively, and unemotionally. Avoid blame or accusation

Why would the following sentence result in resentment from your reader? "Company policy restricts us from accepting two coupons for one item." Readers resent being treated as important individuals. Readers resent blanket policy statements prohibiting something. Readers resent it when a company doesn't hide behind its policies.

Readers resent blanket policy statements prohibiting something.

Which goodwill messages should be answered? Only goodwill messages from your superiors. None; responding to goodwill messages is a waste of time. A message that offered praise

a message that offered praise

What are some disadvantages to using this type of data collection? Check all that apply. Respondents do not have enough time to consider their answers. Respondents' return rate may be too high to manage. Respondents may exaggerate or distort facts. Response rates may be low. Respondents may not represent an accurate population sample.

Respondents may exaggerate or distort facts. Response rates may be low. Respondents may not represent an accurate population sample.

Which technique should you use to promote your business when responding to a customer's inquiry? Start the letter with a sales pitch. Satisfy the inquiry and take the opportunity to introduce another product as well. Use "we" language to promote recognition.

Satisfy the inquiry and take the opportunity to introduce another product as well.

Which of the following sentences employ correct spelling and word usage? Check all that apply. Since we revised our action response plan, our office is well equipped to handle any emergency. The new electronic devise will keep track of your appointments. Maurice was hired as CFO of a Fortune 500 company before he was even fourty years old. He began his ascent up the corporate ladder when he was very young.

Since we revised our action response plan, our office is well equipped to handle any emergency. He began his ascent up the corporate ladder when he was very young.

Which of these guidelines should you follow when responding to customers online? Check all that apply. State your name and position. Don't admit mistakes. Respond in less than 24 hours. Direct users to approved information sources. Follow-up with users as new information becomes available.

State your name and position. Respond in less than 24 hours. Direct users to approved information sources. Follow-up with users as new information becomes available.

Which of these guidelines should you follow when responding to customers online? Check all that apply. State your name and position. Don't admit mistakes. Respond in less than 24 hours. Direct users to approved information sources. Follow-up with users as new information becomes available.

State your name and position. Respond in less than 24 hours. Direct users to approved information sources. Follow-up with users as new information becomes available.

Which of the following are elements of an effective persuasive message to a superior? Check all that apply. Use an argumentative tone Avoid potential benefits Strike a conversational yet professional tone Describe potential benefits and risks Support requests with facts, figures, and evidence

Strike a conversational yet professional tone Describe potential benefits and risks Support requests with facts, figures, and evidence

How can surveys and questionnaires be used to gather data for informal reports? Surveys and questionnaires should be used only to gather data for formal reports. Surveys and questionnaires allow you to collect data efficiently and economically from groups of people. Surveys and questionnaires can be used to collect confidential information for informal performance reviews.

Surveys and questionnaires allow you to collect data efficiently and economically from groups of people.

Which of the following are elements you should include in meeting minutes? Check all that apply. The names of attendees and absentees Precise wording of motions, including the vote and action taken Approval of previous minutes Old business, new business, and reports Indirectly related research

The names of attendees and absentees Precise wording of motions, including the vote and action taken Approval of previous minutes Old business, new business, and reports

The pharmaceutical company will run two similiar clinical trials that most likely will yeild the same results. Which of the following is the best revision of the sentence above? The pharmacutical company will run two simalar clinical trials that most likely will yield the same results. The pharmaceutical company will run two similar clinical trials that most likely will yield the same results. The pharmaceutical company will run two similar clinical trails that most likely will yeild the same results.

The pharmaceutical company will run two similar clinical trials that most likely will yield the same results.

What is the value of the real-time feedback of customer comments? Check all that apply. They can expose product flaws. They offer customers a venue for product trolling. They can improve operating instructions. They can help clear up supply chain bottlenecks. They let companies ignore customer complaints while appearing to be receptive

They can expose product flaws. They can improve operating instructions. They can help clear up supply chain bottlenecks.

Which of the following phrases might be useful in writing the purpose statement for your formal report? Check all that apply. This report justifies The research explains The research team establishes We establish

This report justifies The research explains The research team establishes We establish

What are your goals when responding to the previous scenario? Check all that apply. To promise the customer that this will never happen again To accept responsibility even if you are not at fault To make the receiver understand the bad news To maintain a positive image of you and your organization To reduce bad feelings

To make the receiver understand the bad news To maintain a positive image of you and your organization To reduce bad feelings

Ms. Jones, the CEO of First Bank, is hoping that her employees will buy into a new performance review system. Which of the following statements would be most likely to help Ms. Jones achieve buy-in? We are implementing a new performance system and I would like HR to meet with senior managers to discuss the details of the system. I would like the new performance system implemented by Monday. Please see that it is done. We need to design a new performance system and I would like your help. Can you meet with me tomorrow at 3:00 to share your ideas on what you would like to see in the new system? We are implementing a new performance system effective Monday. We will have a meeting Friday with HR to learn how to use it.

We need to design a new performance system and I would like your help. Can you meet with me tomorrow at 3:00 to share your ideas on what you would like to see in the new system?

What questions should you ask yourself to help you analyze your audience? Check all that apply. What does my audience already know about my presentation topic? How do I incorporate smart art in my presentation? How many people will be in the audience? What is the educational level of my audience? What will help to make my points most effective: facts, statistics, or anecdotes? How can I relate this information to my listeners' needs?

What does my audience already know about my presentation topic? How many people will be in the audience? What is the educational level of my audience? What will help to make my points most effective: facts, statistics, or anecdotes? How can I relate this information to my listeners' needs?

What are the first two steps for creating a powerful multimedia presentation? Write the text first, and then select backgrounds and fonts. Create graphics first, and then add special effects. Choose images that help communicate your message, and move your presentation to the Internet.

Write the text first, and then select backgrounds and fonts.

What is the goal of a complaint message? To express anger To express emotion To demand action To motivate change

to motivate change

What should you include in the opening of an adjustment letter? A positive explanation of compliance An explanation of why the customer is at fault, even though you will comply with the request. A promise you probably won't be able to fulfill

a positive explanation of compliance

What should be included in the body of an adjustment letter? Check all that apply. An explanation of compliance A statement that rebuilds faith in future business An attempt to regain customer confidence A statement that discourages future business transactions An acknowledgement of negligence

an explanation of compliance A statement that rebuilds faith in future business

What is the next step to take after defining the issue and describing the scope of your investigation and analysis? Organize your research data. Anticipate the needs of the audience. Choose the layout and style of the report template.

anticipate the needs of the audience

Neha is writing a letter to a colleague congratulating her on a promotion. She asks you to proofread the letter. You notice she uses a lot of "I" statements. What advice would you give? Be selfless. Focus the message on the receiver. Use flowery language instead of "I" statements. Don't forget to compliment her on the food she brought to last month's company potluck.

be selfless. focus on the message on the receiver

Written communications fall into two categories: paper-based and electronic. Which of the following are paper-based messages? Check all that apply. Instant messages E-mails Business letters Interoffice memos

business letters, interoffice memos

What buffering technique are you using if you choose to praise the receiver's accomplishments, organization, or efforts? Agreement Best news Compliment

compliment

When are business letters necessary? Sensitivity is inconsequential. Confidentiality is paramount. Intercultural communication is required. Information requires fact checking. A permanent record is required.

confidentiality is paramount, a permanent record is required

When are business letters necessary? Check all that apply. Sensitivity is inconsequential. Confidentiality is paramount. Intercultural communication is required. Information requires fact checking. A permanent record is required.

confidentiality is paramount., a permanent record is required

IM is increasingly used by businesses. Identify the reasons workers find IM useful. Check all that apply. Control Productivity loss Security Cost savings Unobtrusiveness Speed

cost savings, unobtrusiveness, speed

When you are handling a customer problem, what should you do? Ignore the problem. Describe the problem and apologize. Phone your lawyer right away.

describe the problem and apologize

like other business messages, reports can range from informal to formal depending on their purpose, audience, and setting. Which of the following contributes to an informal writing style? Check all that apply. Emphasis on active-voice verbs Elimination of opinions Conversational language Absence of contractions

emphasis on active-voice verbs, conversational language

How do organizations utilize blogs? Check all that apply. For crisis communications To conduct group performance evaluations Viral marketing To attract a vast audience To build brands

for crisis communications, viral marketing, to attract a vast audience, to build brands

The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear? Check all that apply. Frame your request logically. Use the recipient's first name. Set an end date when appropriate. Organize your ideas. Itemize information to improve readability.

frame your request logically, set an end date when appropriate, organize your ideas, itemize information to improve readability

Which of the following are aspects of appearance appeal? Check all that apply. Dependability Good grooming Dining etiquette Sincerity Attractive business attire Good hygiene Self-control

good grooming, dinning etiquette, attractive business attire, good hygiene

Which of the following words means unlawful? Elicit Illicit

illicit

f you would like a refund for a defective product, where would you make that specific request? In the body of the message The request should be implied rather than specifically stated. In the close of the message

in the close of the message

"We apologize for the extra effort we have caused you to put into fixing our mistake." Inappropriate Appropriate

inappropriate

Which of the following has been cited by businesspeople as why e-mail is not as effective as it should be? Use of attachments Lack of jargon and industry buzz-words Ineffective writing Having to proofread a message

ineffective writing

Which of the following is most likely to achieve a positive corporate response when you are posting a complaint on a social media site? Keep the conversation online, and avoid private responses. Explain the whole story and your feelings about the events that happened Keep comments anonymous Keep complaints clean, polite, and to the point

keep complaints clean, pilots and to the point

which of the following is most likely to achieve a positive corporate response when you are posting a complaint on a social media site? Keep the conversation online, and avoid private responses. Explain the whole story and your feelings about the events that happened Keep comments anonymous Keep complaints clean, polite, and to the point

keep complaints clean, polite and to the point

Effective claim and complaint messages: Vent anger Make a reasonable request Provide a blow-by-blow description of details

make a reasonable request

You need to send the quarterly sales report to coworkers in your department. Memo attachment E-mail

memo attachment

Which technique should you use to promote your business when responding to a customer's inquiry? Start the letter with a sales pitch. Satisfy the inquiry and take the opportunity to introduce another product as well. Use "we" language to promote recognition.

satisfy the inquiry and take the opportunity to introduce another product as well

Which of the following are characteristics of effective goodwill messages? Check all that apply. Selfless Specific Sarcastic Supercilious Sincere

selfless, specific and sincere

which of the following is the biggest advantage of using a yardstick report? All data will support your opening recommendation You can immediately outline a specific course of action Similar benefits can be compared using the same criteria The report begins with recommendations, saving the reader time.

similar benefits can be compared using the same criteria

What are the two categories of external proposals? Feasible and creative Direct and indirect Solicited and unsolicited

solicited and unsolicited

Which research tool would be most effective when gathering data on how employees feel about carpooling? Printed material Company records Observation Surveys

surveys

When refusing typical requests: Eliminate the buffer Employ the direct strategy Think about the reaction of the receiver

think about the reaction of the receiver

How do informal proposals often close? With an authorization request With a response e-mail With staff bios

with an authorization request

Which type of report examines problems with multiple solutions? Yardstick report Justification report Recommendation report Feasibility report

yardstick report