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| 1 | |
All professional business messages involve each of the following EXCEPT |
| | A) | Persuasion. |
| | B) | Sharing of information. |
| | C) | Brevity. |
| | D) | Adaptation to the audience. |
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| 2 | |
In response to a co-worker's e-mail asking why her proposal wasn't done yet, Alexia wrote, "Because I'm doing a better job of it than you do on your proposals, and that takes more time than you gave me." Having second thoughts before she hit "send," Alexia asked Joan, who was standing nearby, what she thought of the message. "I'd reword that if I were you," Joan advised. "That e-mail's digital shadow could come back to haunt you." By "digital shadow," Joan meant |
| | A) | The copy of the e-mail stored on Alexia's hard drive, so she was advising Alexia to delete it quickly after sending it. |
| | B) | The anger created by the co-worker's question, which would likely cause Alexia to do a poor job on the rest of her proposal. |
| | C) | The public, permanent record created by a negative e-mail sent in haste. |
| | D) | Alexia's memory of the first, angry reply she didn't send, after she reworded it and sent a more neutral response. |
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| 3 | |
The standard business format for letters is |
| | A) | Block format. |
| | B) | Mixed punctuation format. |
| | C) | Modified block format. |
| | D) | Reference format. |
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| 4 | |
"Yours truly" is now regarded as an outdated complimentary close for a business letter. |
| | A) | True |
| | B) | False |
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| 5 | |
In following the direct pattern for organizing a routine message, you can combine several elements of the pattern in the same paragraph. |
| | A) | True |
| | B) | False |
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| 6 | |
When you're writing a routine message, you should organize any details or clarification about the main point(s) |
| | A) | In their order of importance to the reader. |
| | B) | In their order of importance to the goal your company wants to achieve. |
| | C) | Starting with the simplest and leading up to the most complex. |
| | D) | Starting with the most positive and leading up to neutral or negative information. |
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| 7 | |
If you're sending good news in an e-mail, your subject line should |
| | A) | Be mysterious and intriguing, to entice the reader to open the e-mail to see what it says. |
| | B) | Convey the good news directly. |
| | C) | Hint that the e-mail contains information that will please the reader, but not give away the actual good news. |
| | D) | Be cute and fun, to make the good news message stand out in a crowded inbox full of standard business subject lines. |
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| 8 | |
The subject line in a document is intended to perform all of the following functions EXCEPT |
| | A) | Create a first impression in the reader's mind. |
| | B) | Impress the reader with the writer's creativity. |
| | C) | Give readers a reason to read the document. |
| | D) | Provide a framework for the message that's in the body of the document. |
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| 9 | |
Explaining reader benefits is a good way to shape the reader's attitude toward your company. |
| | A) | True |
| | B) | False |
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| 10 | |
When you're responding to a routine letter requesting information about one of your company's products, it is acceptable to include a sales paragraph promoting an additional product that the writer did not ask about. |
| | A) | True |
| | B) | False |
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| 11 | |
The upset customer on the phone claims she's been waiting weeks for the three items she ordered. After investigating, you find that one item is temporarily out of stock. That would explain why the order hasn't been shipped yet, since your company ships only complete orders. What should you tell the customer? |
| | A) | That your company has been flooded with orders lately and no one has had time to reorder items that are currently out of stock. |
| | B) | That it's your company's policy to hold shipment until all of the items in the order can be shipped together. |
| | C) | That you can ship the two available items immediately and cancel her order for the third item. She can then place a new order for the third item, which will be shipped separately when it's available. |
| | D) | That you can't ship her order because it's incomplete. |
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| 12 | |
A fact sheet can be organized in any of the following ways EXCEPT |
| | A) | Chronologically. |
| | B) | As question and answer. |
| | C) | Step by step. |
| | D) | As supporting points leading up to a main point. |
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| 13 | |
While mobile devices can allow people to do more than one thing at once (for example, text a message to someone while sitting through a boring meeting), they also contribute to all of the following EXCEPT |
| | A) | Poor performance at everything while multitasking. |
| | B) | Increased opportunities for employees who are expert at using them. |
| | C) | Distractions. |
| | D) | Breaches of workplace etiquette. |
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