lakjlfjklfj

An e-mail message or memo usually ends with action information, needed dates, a summary of the message, or a...

...closing thought.

Which of the following bad-news letters is best suited to a direct strategy? a. An announcement of changes in business services b. A layoff notice for a long-time employee c. A denial of benefits on an insurance claim to an angry customer d. A notice of an unexpected plant closure to the city council and mayor

a. An announcement of changes in business services

Which of the following is the most appropriate closing for an e-mail message or memo? a. Please submit your report by August 1 so that the information can be presented at the seminar. b. Please let me know if I may be of further assistance. c. Thank you in advance for answering my questions. d. It's been great talking with you.

a. Please submit your report by August 1 so that the information can be presented at the seminar.

Which of the following statements is accurate? a. Proposals are persuasive documents used to solve problems, provide services, or sell equipment. b. Proposals are always solicited. c. Proposals are informative documents used to share problems, identify emerging issues, and categorize available resources for resolution. d. Proposals are developed for external audiences only.

a. Proposals are persuasive documents used to solve problems, provide services, or sell equipment.

Which of the following is the best advice for writing the body of an e-mail message? a. To help the receiver act on the subject, discuss only one idea. b. Because e-mail messages and memos are informal, do not use numbered or bulleted lists. c. Limit white space to place all information on a single screen if possible. d. Do not waste space on headings and subheadings.

a. To help the receiver act on the subject, discuss only one idea.

One of the purposes of the first sentence of a sales letter is to a. persuade the receiver to read further. b. convince the reader of the superiority of the product or service being sold. c. let the reader know how to take action. d. all of the above.

a. persuade the receiver to read further.

Which of the following statements best describes use of social networks by businesses today? a. All companies are comfortable with using social networking for brainstorming and teamwork. b. Companies struggle with finding the right balance between permitting access to the Web and protecting security as well as ensuring productivity. c. Companies must run their own social networks to capitalize effectively on the benefits this medium offers. d. Large companies (like McDonalds and British Telecom) create buzz and promote their brands via social networking, but social networking offers no benefit to small businesses.

b. Companies struggle with finding the right balance between permitting access to the Web and protecting security as well as ensuring productivity.

You are writing a short, informal report that will stay inside your organization. Which format would be most appropriate? a. Letter format b. Memo or e-mail format c. Manuscript format d. Full-block format

b. Memo or e-mail format

Which of the following is not a goal when writing adjustment letters? a. To gain the confidence of the customer b. To verify the honesty of the customer's claim c. To rectify the wrong d. To promote future business and goodwill

b. To verify the honesty of the customer's claim

When writing persuasive claim or complaint letter, you should a. suggest that the receiver intentionally deceived you or intentionally created the problem. b. appeal to the receiver's sense of responsibility and pride in the company's good name. c. address the letter to a specific department such a customer-service department rather than to an individual to get more attention. d. use a strong tone with accusatory language to demonstrate your dissatisfaction.

b. appeal to the receiver's sense of responsibility and pride in the company's good name.

The indirect pattern of organization is appropriate for a business report when readers a. are supportive of the topic. b. must be persuaded. c. are familiar with the topic. d. want to know the results immediately.

b. must be persuaded.

You should use persuasion when a. you anticipate that your audience will agree with your position. b. your ideas require preparation to be presented effectively. c. audience attitudes match the objectives of your plan. d. your message is especially attractive to the audience.

b. your ideas require preparation to be presented effectively.

Which of the following explanations is most effective when denying a customer's request for credit? a. Your request for credit has been denied. b. Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not be able to grant you credit at this time. c. Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner. d. Your failure to meet our standards will not allow us to issue you a credit account.

c. Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner.

Which of the following is the most important part of a negative message? a. A positive, forward-looking closing b. A neutral buffer c. An explanation of the reasons for the bad news d. The bad news itself

c. An explanation of the reasons for the bad news

You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news? a. We closed our restaurant on Sundays beginning last month. b. We had begun closing our restaurant on Sundays last month because few customers dine with us on that day. c. Beginning last month, our restaurant was closed on Sundays. d. Management decided that it must close our restaurant on Sundays.

c. Beginning last month, our restaurant was closed on Sundays.

Which of the following statements about documenting data is not accurate? a. Documenting data can strengthen your argument. b. Documenting data protects you from charges of plagiarism. c. Documenting data is not necessary if you put the information in your own words. d. Documenting data helps the reader pursue the topic further.

c. Documenting data is not necessary if you put the information in your own words.

Which of the following most effectively illustrates reader benefits and elicits desire? a. Our European walking tours are the best planned in the industry. b. You are cordially invited to join one of our European walking tours this summer. c. Going on a walking tour of Europe will allow you to visit small villages, meet and converse with the locals, and dine on authentic cuisine. d. Our travel company knows Europe and is eager to show it to you.

c. Going on a walking tour of Europe will allow you to visit small villages, meet and converse with the locals, and dine on authentic cuisine.

Which of the following is not a guide word used in e-mail messages and memos? a. TO: b. FROM: c. RESPONSE: d. DATE:

c. RESPONSE:

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. Make sure she's available via IM at all times so that her colleagues can always reach her. b. Include both professional and personal contacts on the same IM contact list for efficiency. c. Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages. d. Create an imaginative IM name for herself such as "PrettySmart1."

c. Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.

What is the best advice for writing goodwill messages? a. Focus the message solely on the sender. b. Make a good impression by giving a ready-made card instead of writing your own message. c. Send a goodwill message promptly. d. Send a goodwill message to show appreciation for only a gift or monetary award.

c. Send a goodwill message promptly.

To overcome resistance to your request in your persuasive appeal, you should a. reveal your purpose immediately to save everyone's time. b. offer a bribe or kickback. c. anticipate objections to the request. d. focus on the negative consequences of not agreeing to your request.

c. anticipate objections to the request.

You have decided to ask your supervisor to authorize the purchase of a new scanner for your office. The most important thing for you to include in your persuasive request is a. a clear explanation of how you will benefit from the purchase. b. an appeal to your supervisor's emotions. c. clear documentation, including facts, figures, and evidence. d. the cost of the scanner.

c. clear documentation, including facts, figures, and evidence.

Although e-mail is incredibly successful for both internal and external communication, you should still use letters when a. you need immediate feedback. b. the message must reach your reader very quickly. c. formality and sensitivity are essential. d. you have too little time to proofread.

c. formality and sensitivity are essential.

Using the indirect strategy to prepare the reader in a bad-news message a. shows insensitivity to your reader. b. allows you to confuse or distract the reader. c. helps you keep the reader's attention until you can explain the reasons for the bad news. d. demonstrates your ability to vary your strategies.

c. helps you keep the reader's attention until you can explain the reasons for the bad news.

The buffer in a bad-news message is a a. hint that good news will follow to prompt the receiver to read further. b. statement completely unrelated to the bad news so that receivers will not know that bad news is coming. c. statement that reduces shock or pain and encourages the receiver to continue reading. d. denial of the requested action.

c. statement that reduces shock or pain and encourages the receiver to continue reading.

Select the situation that is least likely to require persuasion. a. An invitation to the CEO of Facebook to speak at your professional organization's next meeting b. A refund request for a software program that you opened but decided not to keep c. A request to your colleagues to donate money to the United Way each pay period through payroll deductions d. A request to have a defective printer replaced within the warranty period

d. A request to have a defective printer replaced within the warranty period

You are crafting a message for your corporate blog. What advice should you follow? a. Make your writing serious, reserved, and formal. b. Offer a professional perspective on subjects you care about or a topic your company needs to promote. c. Get to know the blogosphere in your industry and avoid discussing topics from other blogs. d. Blog about topics that showcase your expertise and insights.

d. Blog about topics that showcase your expertise and insights.

Which of the following would be least effective in a sympathy note? a. We are deeply saddened, Corbin, to learn of the death of your wife. b. Bethany's volunteer work in the job center endeared her to many. c. If we may help you during this difficult time or lighten your load in any way, you need only call. d. I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.

d. I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response? a. Thanks, but I really did not deserve this promotion. b. So many people were so much more deserving of this promotion than I was. c. Your words about my promotion are much too kind! d. Thanks for your kind words regarding my promotion.

d. Thanks for your kind words regarding my promotion.

Which of the following is the most appropriate opening for an adjustment letter granting a claim? a. We are very sorry to hear that your meal with us did not meet your expectations. b. Thank you for your letter of November 16 describing your bad dining experience with us last weekend. c. 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. d. The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

d. The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing? a. If you have any questions, Ryan, please do not hesitate to call me. b. If you had the required five years' experience in social work, we could have included you in the final slate of candidates. c. Again, Ryan, we truly regret being unable to offer you this position. d. We wish you all the best in your job search.

d. We wish you all the best in your job search.

One important guideline when preparing instructions is to a. follow an indirect approach to soften the impact of the demand for compliance. b. begin with an admonition or warning of the punishment for failure to comply fully with directions as written. c. state the directions forcefully and avoid weakening words like please. d. divide the process into logical steps and present them in the correct order.

d. divide the process into logical steps and present them in the correct order.