chapter 5678 – Flashcards
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41. In the first phase of revising your message, a. revise for conciseness. b. adjust design elements such as margins, white space, and line justification. c. proofread for mechanics errors. d. revise for content and good organization.
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d
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42. Which part(s) of your document affect your audience the most? a. Beginning b. Middle c. Ending d. Beginning and ending
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d
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43. Which of the following is not a way to increase clarity in your document? a. Break up overly long sentences. b. Reword long noun sequences. c. Recast It is and There are openings. d. Replace camouflaged verbs.
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c
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44. Which of the following is not a function of a heading? a. Verification b. Connection c. Organization d. Attention
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a
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45. In the following sentence, which word is the camouflaged verb? "The students voiced complaints about the increase in parking fees during the SGA meeting." a. Voiced b. Complaints c. Parking d. During
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c
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46. Excess use of type style modifications such as boldface, italics, and underlining a. can slow a reader's speed or make text harder to read. b. is an excellent way to get the reader's attention. c. makes a one-page document very attractive. d. Does none of the above
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b
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47. Of the following word-processor features, which one allows writers to re-use standard blocks of text in various documents? a. Search and replace b. Auto Correct c. Revision marks d. Boilerplates
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d
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48. Which of the following can help a writer proofread effectively? a. Perceptual tricks b. Distance c. Multiple passes d. All of the above
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d
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49. Which of the following does not improve conciseness? a. Deleting unnecessary words and phrases b. Eliminating redundancies c. Recasting It is/There are starters d. Imposing parallelism
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d
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50. Which of the following is not an example of redundancy? a. Modern equipment b. Midway between c. Reduce down d. Baby kitten
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a
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51. . Which of the following messages would most logically be sent as a letter? a. A message to your work colleagues about the next budget meeting b. A 23-page catalog of your product listings for established customers c. A message telling customers that you will change the billing cycle beginning July 1 d. A message to your boss that provides an update of your weekly progress on a key project
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c
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52. Which of the following is not a generally accepted component of a business letter? a. date b. inside address c. closing d. a "From" line in the heading
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d
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53. To improve readability in short business messages, a writer should do all the following except which one? a. Keep paragraphs short. b. Use average sentence lengths of 25 to 30 words. c. Use bullets and lists where possible. d. Add headings and subheadings.
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b
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54. Which of the following is an example of an informative heading? a. Registration b. Findings c. A New Way to Register Students d. Both a and c
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c
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55. Which of the following is the best example of an informative subject line? a. Schedules b. Tomorrow's meeting c. Review 2002 Annual Report before next meeting d. Necessary information
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c
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56. Sending only necessary messages, respecting your audience's schedule, and using the priority feature with care are all examples of a. e-mail courtesy. b. e-mail subject line selection. c. e-mail personalization of messages. d. None of the above
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a
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57. One of the most helpful pieces of advice about writing brief e-mail messages would be to a. narrow your scope. b. use the priority feature with care. c. provide clear, descriptive subject lines. d. slow down.
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c
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58. For which of the following categories of messages would you most likely use the direct approach? a. Bad news messages b. Persuasive messages c. Routine, good-news, and goodwill messages d. None of the above
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c
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59. The element of a letter that contains the company name and address of the writer is a. the inside address. b. the letterhead. c. the salutation. d. None of the above
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a
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60. Which of the following is the most important aspect of an instant message? a. Appearance b. Organization c. Style d. All of the above
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c
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61. When writing a routine request, which of the following is an appropriate action? a. Soften your request with words such as please. b. State precisely what you want. c. Assume your audience will comply. d. Do all of the above.
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d
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62. If you list a series of questions in a routine request letter a. ask the least important questions first. b. ask the most important questions first. c. include two or three topics in one question to keep your message short. d. use no question marks, since this is a business message.
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b
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63. When writing a routine letter requesting information and action a. close with a justification of your request. b. close with a clear statement of your reason for writing. c. close with a specific account of what you expect and a deadline. d. Do none of the above
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c
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64. A claim letter should open with a. an emotional statement demanding a settlement. b. a straightforward statement of the problem. c. an explanation of details of the situation. d. None of the above
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b
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65. Which of the following does not describe an effective presentation of facts in a claim letter? a. Clarity b. Politeness c. Honesty d. Abusiveness
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d
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. When sending routine replies, how should you handle slightly negative information? a. Leave it out so that the letter contains only good news. b. Embed it in a positive context. c. State the negative directly, but only in the first paragraph. d. State the negative directly, but only in the last paragraph.
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b
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67. Which of the following is true about form letters? a. They should never be used because they are cold and impersonal. b. They can be effective if writers use computers to personalize them and mix paragraphs. c. They should always be used to greatly enhance productivity in the office. d. They are too informal for most applications.
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d
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68. When your company is at fault and you must write a letter granting the customer's claim, a. open with a friendly statement such as, "Mistakes will happen." b. identify the person or department at fault to show your reader you have dutifully researched the issue. c. promise the customer that the problem will never happen again. d. open with the good news that you're granting the claim.
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d
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69. To avoid being libelous when writing a recommendation letter, a. avoid value judgments. b. include only relevant, factual information. c. balance criticisms with favorable points. d. do all the above.
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d
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70. When writing condolence letters, a. type on company letterhead to show that the company knows what happened. b. copy a standard condolence message to avoid being too personal. c. keep reminiscences brief. d. do all the above.
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d
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71. Which of the following is not a goal of negative messages? a. To give the bad news b. To maintain the reader's goodwill c. To reduce future correspondence on the matter d. To hold the bad news until the very end of the message
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d
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72. When composing negative messages, you should always a. create an audience-centered tone. b. include a lecture of why the reader was at fault. c. hide the bad news. d. do all of the above.
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a
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73. In which of the following should you use the direct approach? a. In a message telling employees there will be no annual bonus this year b. In a message containing minor bad news that will cause little disappointment c. In a message that contains a bad performance review d. In a message containing bad news that does not affect your company
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b
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74. Which of the following would be an effective buffer in a letter turning down a reader's request to use some of your company's copyrighted material? a. I am sorry, but we cannot allow you to use the material you requested. b. Your writing project sounds interesting and worthwhile. c. I am writing to inform you that we received your request. d. None of the above are effective buffers.
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b
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75. To write an effective buffer, make it a. lengthy to get your reader's attention. b. misleading. c. relevant. d. controversial.
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c
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76. Follow a buffer with reasons that are a. detailed. b. unapologetic. c. positive. d. all of the above.
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d
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77. Which of the following can be used to effectively handle bad news? a. Tell what you did instead of what you didn't do. b. Put the bad news in the last paragraph to provide clarity for the reader. c. Use several negative words to help readers understand that it is a negative letter. d. Do none of the above.
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a
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78. Which of the following would be an effective ending sentence for a letter to an unsuccessful job applicant? a. We apologize for taking so much of your time in the past weeks. b. We assume you can find work elsewhere. c. We believe that you will be successful in your chosen career. d. In future letters, be sure to correct spelling and grammar mistakes.
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c
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79. When refusing a claim, be sure to a. demonstrate your understanding of the complaint. b. explain your refusal. c. suggest alternative action. d. do all of the above.
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d
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80. When informing customers about back orders, try to a. use resale information to clinch the sale. b. apologize three times. c. use the direct approach. d. do none of the above.
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d
