question

Chapter 8:When making a routine request,

answer

assume that the audience will comply

question

In the body of a routine request, you should

answer

explain and justify your request

question

When closing a direct request,

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you should request a specific response and mention the time limits

question

Before volunteering someone's name as a reference, always

answer

ask that person's permission

question

The opening of a request for a recommendation should includ

answer

a statement of why the recommendation is needed

question

When making claims or requesting adjustments you should begin by

answer

providing a straightforward statement of the problem

question

Routine, positive messages should all of the following except

answer

use an indirect approach

question

In a positive message, you should explain your point completely in the

answer

body

question

If you have strongly negative information to deliver as part of a positive message,

answer

you should use the indirect approach

question

The close of a routine reply or positive message should

answer

clearly state what to do next

question

The categories of routine replies and positive messages include all of the following except

answer

refusing requests

question

When responding to a customer for an adjustment, it usually reasonable to assume that

answer

if you handle the situation well, the customer will be even more loyal than before

question

When responding to a claim when your company is at fault, it is best to

answer

take(or assign) personal responsibility for settling matters straight

question

When responding to a request for adjustment when a third party is at fault, the best approach is to

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respond promptly, explaining how the problem will be solved

question

If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation it is best to

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refuse to write the recommendation

question

CHAPTER 9: Use the direct approach witha negative message if

answer

the situation is one in which people readily acknowledge the possibility of receiving bad news

question

When using the direct approach to deliver negative messages, you

answer

should end the message on a respectful note

question

Instead of beginning your negative message with a blunt announcement of the news you can use

answer

a buffer

question

A poorly written buffer

answer

misleads the reader into thinking good news follows

question

If you are responding negatively to a request, a buffer

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assures the reader of your attention to the request

question

In a negative message organized using the indirect approach, the reasons for the decision

answer

come directly after the buffer and follow naturally from it

question

One way to be tactful when giving your reasons for bad news is to

answer

highlight, if possible, how your negative decision benefits your readers

question

A good way to deliver bad news kindly is to

answer

deemphasize it by embedding it in the middle of a paragraph or using parenthetical expressions

question

To clearly and kindly say no, do all of the following except

answer

use phrases such as, "much as I would like to help you:"

question

When delivering bad news, wording such as "we must turn down,", "i am unable to" and "we cannot afford to"

answer

is likely to cause pain and anger in the reader

question

Which of the following is the most effective close for a letter rejecting a job applicant

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I wish you the best of luck as you begin your new career

question

When you are refusing a routine request, you

answer

should use the indirect approach if you're forced to decline a request that you might have said yes to in the past

question

Whether or not you should apologize when delivering bad news about transactions depends mainly on

answer

none of the above

question

To avoid being accused of defamation, you should

answer

refrain from using any kind of abusive language

question

When you need to inform employees that a benefit will be eliminated,

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minimize the impact of the bad news by presenting it in as positive a light as possible

question

Chapter 10: Which of the following is not an example of demographic information?

answer

Lifestyle

question

If you can't be sure which medium will be best to convey your persuasive message to a diverse audience, you should

answer

use two or more, such as following up an email campaign with printed letters

question

Most persuasive messages combine

answer

logical and emotional factors

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AIDA stands for

answer

attention, interest, desire, action

question

The purpose of the interest section of a persuasive message is to

answer

explain the relevance of your message to your audience

question

An effective ending for a persuasive message would be

answer

simply take the enclosed coupon to any of our service centers by June 15 for your free oil and filter change

question

The AIDA approach for persuasive messages should be used with

answer

either the direct or the indirect approach

question

An advertisement stating that a new resort offers "freedom and comfort along with great value" is using

answer

both logical and emotional appeals

question

Which of the following uses a deductive approach to persuasion?

answer

Because the stock market is expected to fall next month, shares of our company stock will probably also decline

question

One way to overcome audience resistance to your message is to

answer

present all sides of the issue before making the case for your position

question

When writing a persuasive request for action, you should

answer

demonstrate that helping you will indeed solve a significant problem

question

In marketing and sales messages, what is the primary difference between selling points and benefits

answer

Selling points focus on the product rather than the user

question

If the audience for your marketing or sales message promoting a new security system is made up of wealthy professionals, which of the following consumer benefits which you want to emphasize most?

answer

the reliability of the system when protecting the consumer's property

question

In marketing and sales messages, you can deemphasize the price of your product by

answer

mentioning it in the middle of a paragraph after you've presented benefits and selling points

question

Which of the following would not be an effective technique for gaining audience attention in sales messages?

answer

Emphasizing how badly you need to make some sales

question

Chapter 11:Despite the variety among them, many analytic reports include a

answer

section of recommendations

question

Which of the following is an infinitive phrase?

answer

to update clients

question

A formal work plan includes all of the following except

answer

a list of all the sources you will use

question

When selecting media for a report,

answer

your decisions should reflect your audience's expectations

question

When outlining the content of your report,

answer

it is helpful to use informative headings as opposed to descriptive ones

question

An employee who writes a report on her experiences during last week's sales calls is preparing an

answer

informational report

question

Most compliance reports are required by

answer

government agencies

question

A contractor submitting a weekly report on work done to date would be providing the client with

answer

a progress report

question

A business plan

answer

is sometimes prepared after a company is up and running

question

Making generous use of descriptive labels, subheads, and other similar devices on a website

answer

helps online readers get oriented to your website

question

Problem factoring is the process of

answer

breaking a problem down into a series of logical, connected questions

question

Which of the following is not a common organizational format for analytic reports?

answer

Focusing on information

question

A report focused on recommendations should

answer

first establish or verify the need for action

question

Unlike those focused on conclusions or recommendations, reports focusing on logical arguments

answer

use the indirect approach

question

the 2+2=4 approach

answer

is the first strategy to try when writing reports that include recommendations

question

Chapter 12: When you write in a formal style, you should

answer

Eliminate references to I and me

question

Which of the following statements has the most formal tone?

answer

The financial analysis clearly shows that buying Tramco is the best alternative

question

Whereas an _______ file in a report requires readers to be online so the file can be updated, an ______ file does not

answer

linked; embedded

question

The detailed proof needed to support your conclusions and recommendations should appear in the ____ of your report

answer

body

question

In the introduction to a report on how to establish a paperless office, explaining the historical conditions or factors that led up to the report

answer

enables readers to understand how the opportunity developed

question

In the close of a report intended to prompt sales personnel to meet specific goals, you should

answer

make sure your readers understand exactly what's expected of them and when it's expected

question

Generally speaking, an effective proposal can

answer

follow the AIDA model

question

Which of the following is not an element normally included in the introduction of a proposal?

answer

Statement of qualifications

question

In the body of a proposal, you should describe

answer

all of the above

question

Describing your organization's qualifications in a formal proposal is

answer

an essential part of the body

question

When writing content to post on the web, keep in mind that readers tend to be______ of online content

answer

skeptical

question

Including transitions and other directional aids is important

answer

whether your report is in print or online

question

Transitional words and phrases

answer

tie ideas together and show how one thought is related to another

question

Which of the following would be the most effective preview in a formal report

answer

The next section discussed the advantages of advertising on the internet

question

Which of the following would be the most effective review in a formal report

answer

As this section has shown, our current marketing strategy is highly effective

question

Chapter 13: The revision process for business reports is essentially the same as it is for other messages, except that it

answer

may take considerably more time

question

Which of the following is not include in the prefatory parts of a formal report

answer

Introduction

question

You should include a title fly with business reports when you want to

answer

add a touch of formality to the report

question

The letter of transmittal

answer

may follow the direct or indirect plan

question

For printed reports, the letter of transmittal is most often positioned

answer

right before the table of contents

question

In a complex formal report, it is often helpful to include

answer

two tables of contents, a high level table that shows only major headings follows by a detailed table that includes all headings and subheadings

question

If you will create a PDF file of a business report for electronic distribution, each entry in the table of contents should be

answer

a clickable link that takes readers to the appropriate place in the report

question

The synopsis of a formal report may also be called an

answer

abstract

question

An executive summary

answer

gives a fully developed "mini" version of the report

question

You've prepared a 7 page report for a local government official outlining the potential for your company's involvement with downtown revitalization.In this short report it would be reasonable to

answer

do any of the above

question

Which of the following is not a typical function of the introduction to a report?

answer

Documenting sources

question

In a proposal designed to persuade clients to order surge protection equipment from your company, the close should

answer

describe the actions you would like readers to take

question

The authors of an informational have referred to a multitude of data on the spending habits of 18-25 year old Americans. They want to provide readers with access to this information, but realize it's too lengthy to include in the body of the report. Where should they place it?

answer

In an appendix

question

Placing detailed supporting materials online instead of in a traditional appendix

answer

can make it much more convenient for readers to access

question

The list of secondary sources at the end of a report is labeled "works cited" when it contains

answer

only those secondary works that were mentioned in the report

question

Chapter 14: When you prepare a speech or presentation, your first step involves

answer

analyzing the situation

question

One of the steps in analyzing your audience is to

answer

determine their likely emotional state

question

When organizing a speech or presentation, your first step is to

answer

define the main idea

question

For business presentations, time restraints are usually

answer

rigid, permitting little or no flexibility

question

If you are not given a time limit for your presentation, you should

answer

keep the presentation as short as possible while accomplishing your purpose

question

Longer speeches and presentations are organized like

answer

reports

question

When preparing an outline for your speech, keep in mind t

answer

it can include delivery cues, such as where you plan to pause for emphasis or use visuals

question

Formal presentations differ from informal ones in that

answer

formal presentations are often delivered from a stage or platform

question

One effective way to arouse interest at the start of a speech is to

answer

unite the audience around a common goal

question

Now that we've reviewed the problem let's take a look at some solutions- is an example

answer

a good transition between major sections of a speech

question

At the close of a business presentation,

answer

be clear about what you want the audience to do next

question

If there is a lack of consensus among the audience at the end of your presentation you should

answer

make the disagreement clear and be ready to suggest a method for resolving the differences

question

You should always close your speech

answer

on a memorable note

question

Delivering your presentation by reading it word for word is usually a bad idea except when

answer

you're covering policy statements or legal documents that must be presented verbatim

question

Speaking from notes or an outline is often effective because

answer

you can maintain a natural speaking flow

question

Chapter 15: One of your first steps in preparing to seek employment should be to

answer

write the story of you, including the things you are passionate about, your abilities and so forth

question

Posting a job opening on a major job board such as Monster is often a

answer

company's last resort, after it has exhausted other possibilities for finding desirable candidates

question

When conducting a job search you can use the internet to

answer

do all of the above

question

The best way to find job opportunities is usually

answer

identifying the companies you want to work for and focusing your efforts on them

question

The vast majority of all job openings in the US are

answer

never advertised to the general public

question

When it comes to the job search, volunteering

answer

can provide valuable networking opportunities

question

Career counseling

answer

often provides valuable advice, training, and services for job seekers

question

Creating a traditional paper resume is

answer

still useful even if most or all of your application efforts take place online

question

When employers find lies on an applicants resume, most will

answer

refuse to hire the applicant, even if it means withdrawing a formal job offer

question

The primary difference between a resume and a CV is that the CV is likely to be _____ than the resume

answer

more detailed

question

The most common way to organize a resume is

answer

chronologically

question

Using your resume to tell employers you are detail oriented, a team player, and a hard worker

answer

is generally not helpful unless you also include concrete proof and evidence to support your claims

question

If you are planning a career change and want to deemphasize lengthy unemployment or lack of career progress, the best organizational plan for your resume would be

answer

functional

question

The best way to handle frequent job changes on a resume is to

answer

group similar jobs under a single heading

question

When it comes to including keywords on resumes,

answer

you should incorporate them into your introductory statement and other sections

question

Chapter 16: Including an application letter with your resume is

answer

always a good idea

question

Compared to writing a solicited application letter, composing an unsolicited application letter is

answer

much more difficult

question

The best salutation for an application letter is

answer

one that addresses a specific individual by name

question

Because application letters are____ messages, the AIDA approach is ideally suited for them

answer

persuasive

question

In the opening paragraph of an application letter, it is vital to

answer

give the recipient a reason to keep reading

question

In the interest and desire sections of a solicited application letter, discussing each requirement specified in the job ad

answer

helps demonstrate your understanding of the employer's needs

question

If your application letter and resume fail to bring a response within a week or so after the position close date

answer

follow up by email or telephone

question

Most employers interview an applicant ____ before deciding to make a job offer

answer

Multiple times

question

During a screening interview, your best approach is to

answer

keep your answers short, providing a few key details to distinguish you from other candidates

question

The second stage of interviews following screening is the ____ stage

answer

selection

question

If you are asked back for a final job interview, you should expect the interview to focus on

answer

selling you on the advantages of joining the organization

question

in an ___ interview, the candidate meets with several interviewers at once

answer

panel

question

Interviews in which job candidates are asked how they would response to various hypothetical situations on the job are known as

answer

situational

question

In a working interview

answer

the candidate actually performs a job related activity during the interview

question

Preparing for a video interview is generally

answer

similar to preparing for a face to face interview but requires familiarizing yourself with the equipment and process

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