BUS 215 – Practice Exam 2 – Flashcards
Unlock all answers in this set
Unlock answersquestion
What is the current advice on the use of a greeting on business e-mail?
answer
Begin with a greeting to provide a visual cue and to show friendliness.
question
An e-mail message or memo usually ends with action information, dates, or deadlines; a summary of the message; or a
answer
closing thought.
question
Seng must inform his staff about the new process for accessing the company's intranet from remote locations. What communication channel should Seng use to convey this information?
answer
Memo
question
Blogs are most similar to
answer
journal entries.
question
Travis has asked you for some advice regarding the use of social networking in the workplace. What advice will you share?
answer
Establish boundaries, and don't share information online that you wouldn't share openly in the office.
question
Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to erase, and
answer
may become evidence in court.
question
What advice should you follow when using down-editing to reply to an e-mail message?
answer
Delete the sender's message header, signature, and all unnecessary parts
question
Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line?
answer
Please Attend Staff Meeting August 15
question
The final element of an e-mail message should be
answer
your name and full contact information.
question
Most e-mail messages and memos
answer
have nonsensitive topics and begin directly.
question
Businesses use social networking to
answer
connect dispersed employees, provide a forum for collaboration, to solicit customer feedback when researching and developing products = All answer choices demonstrate how businesses use social networks.
question
Yer'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
answer
Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.
question
Podcasts are used by
answer
News organizations and media outlets, educational institutions, and businesses all use podcasts to deliver information.
question
A bad-news message, whether delivered in person or in writing, is usually better received when you
answer
give the reasons before the bad news.
question
The closing of a bad-news message may include all of the following except
answer
a restatement of the bad news.
question
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?
answer
Beginning last month, our restaurant was closed on Sundays.
question
Although businesses prefer to deliver bad news to employees personally, when bad news must be given to large groups of employees, businesses are mostlikely to use which of the following?
answer
Hard-copy memos
question
All of the following are helpful tips to deliver a bad-news message personally in the workplace except
answer
focus on the future and avoid discussing the past or the present.
question
Which of the following is not a helpful tip for apologizing in a negative-news message?
answer
Focus on your regret.
question
Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is
answer
ensuring that your reasoning will be read while the receiver is still receptive
question
The buffer in a bad-news message is a
answer
statement that reduces shock or pain and encourages the receiver to continue reading.
question
When you must deliver bad news to one person or a small group, you should usually
answer
deliver the message in person.
question
All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations: call the customer, describe the problem and apologize, offer an explanation and resolution, and
answer
follow up with a message that documents the phone call and promotes goodwill.
question
Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written
answer
carefully.
question
The buffer in a bad-news message to employees should
answer
be a neutral or positive statement that transitions to the reasons for the bad news.
question
When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide
answer
whether to use the direct or the indirect strategy.
question
Which of the following illustrates a testimonial?
answer
After completing your training, I received job offers from three employers in one week!
question
Persuasive claim or complaint messages are often written when
answer
products are damaged, wrong shipments are delivered, mistakes in billing occur = All answer choices are correct
question
Techniques to elicit audience desire and overcome reader resistance in a marketing message include all of the following except
answer
application forms.
question
Professional marketers and salespeople follow the AIDA strategy in their sales messages because it is effective. What does AIDA represent?
answer
Attention, interest, desire, and action
question
All of the following messages to subordinates would use the indirect strategy except
answer
instructions to operate the new phone system installed in all offices.
question
As a persuasive writer, you should practice all of the following except
answer
offering a bribe or kickback to ensure that you win over your audience.
question
You can effectively build interest in a sales message by
answer
emphasizing central selling points identified in the prewriting analysis.
question
Your primary goal in writing a sales or marketing message is to
answer
get your audience to devote a few moments of attention to your message
question
When writing persuasive claim or complaint messages, you should
answer
use a moderate tone.
question
Effective persuasive claim messages
answer
present a logical case with clear facts.
question
Persuasive claim messages are also called
answer
complaint messages.
question
Techniques to motivate action in the closing of a sales message include offering a gift, promising an incentive, guaranteeing satisfaction, and
answer
limiting the offer.
question
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?
answer
Thanks for your kind words regarding my promotion.
question
Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?
answer
A clear description of the desired action
question
Which of these statements regarding the use of e-mail for goodwill messages is most accurate?
answer
If you frequently communicate via e-mail with the intended receiver and are certain this e-mail will be received, you may send a goodwill message via e-mail.
question
Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will
answer
identify enclosed copies of all pertinent documents.
question
In the popular block letter format, which of the following guidelines apply?
answer
Use ragged, unjustified right margins.
question
In which of the following situations should you send a letter instead of an e-mail message?
answer
You are asking leading members of the community to contribute to a fundraising event to improve local parks.
question
Goodwill messages should be short, selfless, specific, spontaneous, and
answer
sincere.
question
End dates and specific actions in a routine request message should be placed in the
answer
closing.
question
Although e-mail is successful for both internal and external communication, you should still use letters when
answer
formality and sensitivity are essential.
question
Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?
answer
In a bulleted or numbered list in the body of her message
question
Most workplace messages should be organized
answer
directly.
question
A subject line in a direct reply letter
answer
generally refers in abbreviated form to previous correspondence and/or summarizes a message.
