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excellence in business communication

Questions and Answers of Excellence In Business Communication

Which of these is the most important reason you should take care to revise messages before sending them?a. Revising shows your audience how hard you work.b. Revising lowers the word count.c. Revising
How does careful revision reflect the “you” attitude?
Which of the following is not one of the main tasks involved in completing a business message?a. Drafting the messageb. Revising the messagec. Producing the messaged. Proofreading the message
Why should you limit the number of typefaces and type styles in most business documents?
Regarding sentence length, the best approach for business messages is toa. Keep all sentences as short as possible.b. Make most of your sentences long since you will usually have complex information
Why is white space particularly critical when designing documents for mobile devices?
Regarding paragraph length, the best approach for business messages is toa. Keep paragraphs short.b. Make most of your paragraphs long since that is standard practice in business writing.c. Make most
How can you demonstrate good business sense in the choices you make regarding message distribution?
Regarding the use of lists, the best approach for business messages is toa. Avoid using lists except where absolutely necessary.b. Make sure listed items are in parallel form.c. Use numbered lists
Which of the following is not an informative heading?a. Why We Need a New Distributor.b. Five Challenges Facing Today’s Distributors.c. Distributors Are a Better Choice for Us Than Wholesalers.d.
Which of the following sentences contains hedging words?a. It appears that we may have a problem completing the project by May 20.b. There is a possibility that the project might be done by May 20.c.
How has content sharing through social media changed the information gathering habits of many consumers and professionals?a. They frequently “snack” on large numbers of small pieces of
To express sympathy to the family of one of your employees who recently died in a traffic accident, which of these media would you choose and why?a. Facebook postb. Printed letterc. Email messaged.
Can your company stay in control of it messages if its stay off social media? Why or why not?
Which of the following is not listed in the chapter as one of the compositional modes for digital media?a. Conversationsb. Redactingc. Comments and critiquesd. Narratives
Which of these descriptions best captures the preferred style of writing for social media in business?a. Businesslike and message-drivenb. Unplanned, unrehearsed, and super casualc. Conversational,
A/an ____ ____ is a group of people united by their interest in and ownership or use of a particular product.
What are some ways the president of a hiking equipment company could use Twitter to engage potential customers without being overtly promotional?
Which of these best describes the role of a hub in a company’s social media strategy?a. An open-plan office in which all the company’s social media users can congregate in order to ensure a
____ ____ is a measure of how effectively a company engages with its various online stakeholders in a mutually beneficial exchange of information.
YouTube, Flickr, and Yelp are examples ofa. Consumer-only websites.b. User-generated content sitesc. Social interactivity blogs.d. Content exchanges.
Which of the following is true of email subject lines?a. Only “newbies” bother to use them anymore.b. Subject lines should never give away the content of the message because no one will bother to
Which of the following is the most effective email subject line?a. Production line: wiring issues.b. Wiring errors in production: let’s analyze the problem and explore solutions.c. Wiring errors on
You work in a customer service department, answering emails from customers. This morning you received an angry message from a customer who has a legitimate complaint about your company’s warranty
Which of the following reasons helps explain why IM usage is overtaking email in some companies? a. People don’t have to be so formal when they use IM; it saves time to use acronyms and
Which of the following types of messages are most appropriate for IM?a. Long, complex messages.b. Brief conversational messages.c. Confidential or highly personal messages.d. All of the above.
Which of the following best describes the idea of an “authentic voice” in blogging?a. A writing style that is scrupulously precise and free from technical and grammatical errors.b. The voice of a
Which of the following best describes the optimum audience of a blog?a. Always the largest audience possible.b. Only people who are experts in the subject matter so that comments and discussions
When it comes to routine messages, you cana. Skip the planning stage.b. Keep the planning stage brief.c. Begin by gathering all the information you’ll need.d. Begin by choosing the channel and
When writing routine messages, youa. Can assume that your readers will be interested or neutral.b. Should open with an “attention getter”c. Should use the indirect approach with most audiences.d.
What should you do when asking questions in a routine SFRVFTU.a. Begin with the least important question and work your way up to the most important question.b. Include all possible questions about
Requests for recommendations and references are routine messages, so you can organize your inquiry using the ____ approach.
If you are making a routine reply to a customer, it’s a good idea toa. Leave out any negative informationb. Include resale information to assure the customer of the wisdom of his or her purchasec.
The purpose of goodwill messages is toa. Generate salesb. Impress othersc. Make yourself feel betterd. Enhance relationships with customers, colleagues, and other businesspeople
Which of the following should be a goal of every negative message?a. To convey the bad news clearly.b. To gain audience acceptance for the news.c. To maintain as much goodwill as possible with the
Would you choose the direct or indirect approach to announce that a popular employee benefit is being eliminated for cost reasons? Why?
When using the direct approach with negative messages, you begin with.a. A buffer.b. An attention-getter.c. The bad news.d. Any of the above.
When using the indirect approach with negative messages, you begin with.a. A buffer.b. An attention-getter.c. The bad news.d. Any of the above.
How would you respond to a LinkedIn network connection who asks for a recommendation when you barely remember working with this person and don’t remember whether she was good at her job?
A/an ____ is a neutral, noncontroversial opening statement that establishes common ground with your reader.
Which of the following is an accurate general statement about good ideas in the business world?a. Newer employees are not expected to contribute fresh ideas.b. Many good ideas pass unnoticed or are
Why is the indirect approach often used in persuasive messages?a. It is more courteous and therefore gives the writer the opportunity to build up goodwill before slipping in the sales pitch.b. It
Which of the following is not a good way to establish credibility with your audience?a. Support your argument with clear reasoning and objective evidence.b. Identify your sources.c. Establish common
The first phase in the AIDA model is toa. Do your research.b. Gain the audience’s attention.c. Analyze the audience.d. Call for action.
The body of a message that follows the AIDA modela. Captures the audience’s attentionb. Contains the bufferc. Generates interest and heightens desired. Calls for action
Which of the following is a good way to build desire using the AIDA approach?a. Explain how the proposed change will help your audience. b. Reduce resistance by addressing objections the
The final phase of the AIDA methoda. Provides in-depth information to help generate interest.b. Reduces resistance by increasing the audience’s desire.c. Calls for action.d. Captures the
An argument that is based on human feelings is known as a/ an ____ appeal.
An argument that is based on facts and reason is known as a/an ____ appeal.
The best approach to using emotional appeals is usually to a. Use them by themselves.b. Use them in conjunction with logical appeals.c. Use them only when the audience is particularly hostile.d.
Why is it important to anticipate objections when planning and writing persuasive messages?a. You are legally required to anticipate audience objections in all marketing messages.b. By anticipating
Prioritizing which features and benefits to write about isa. A waste of time because people don’t read in sequential order.b. Important because doing so lets you start with low-priority issues and
How do marketing messages and sales messages differ?a. Sales messages use oral media exclusively.b. Sales messages are “hard sell,” whereas marketing messages are “soft sell.”c. Marketing
What is the relationship between features and benefits?a. They are different words for the same idea.b. Features are aspects of an idea or product; benefits are the advantages that readers will
Which of the following is the best definition of social commerce?a. It encompasses any aspect of buying and selling products and services or supporting customers through the use of social media.b. It
Which of the following is not a good guideline for using social media in sales and marketing?a. Rely on the conventional news media to distribute your messages; frequent outages and too much
What is the likely reaction of mobile shoppers if they encounter e-commerce websites that are slow to load or confusing to navigate?a. They will quickly abandon such websites.b. They will shift over
Which of the following steps should you take to make sure your persuasive messages are ethical?a. Align your interest with your audience’s interests.b. Choose words that offer multiple
If it adheres to all applicable federal laws, a marketing or sales message.a. Is certain to be both legal and ethical.b. Could still violate some state laws.c. Could still be unethical.d. Both b and c
Why is it important to understand the purpose for which source material was created?a. Knowing the purpose helps alert you to any potential biases.b. You are required to indicate this purpose in your
Select an article from a reputable business magazine, blog, or website. Read the article and highlight its key points. Summarize the article in fewer than 100 words, paraphrasing the key points.
Select any public company and find the following information.a. Names of the company’s current officers.b. List of the company’s products or services (if the company has a large number of
What is the difference between quoting and paraphrasing? a. Quoting is for printed sources; paraphrasing is for electronic sources.b. Quoting is legal (as long as appropriate credit is given);
If you uncover critically important information (the sort that could make or break your company) that is from a credible source and appears to be unbiased, well documented, current, and complete but
Secondary research isa. Generally used before primary research.b. Generally used after primary research.c. Generally used at the same time as primary research.d. Another name for unpaid research.
Why is it important to fully understand the instructions for using an individual search engine, web directory, database, or other computer-based research tool?a. You can be fined if you use these
“Why do some consumers refuse to switch to smartphones?” is an example ofa. An open-ended question.b. A value statementc. A closed question.d. An in-depth question.
Which of the following is not a common way to organize informational reports?a. Comparisonb. Section sizec. Sequenced. Chronology.
From your college library, company websites, or an online service, find the annual reports recently released by two corporations in the same industry. Analyze each report and be prepared to discuss
The structure and navigational flow of all the parts of a website are commonly referred to as ____ ____ .
If you have a long history of success in business and are highly regarded by your audience, which two organizing models will probably be sufficient for most reports to this audience?a. Focusing on
What is the most significant factor to consider when planning a business proposal?a. Whether the recipient prefers printed or electronic media.b. Whether the proposal is solicited or unsolicited.c.
RFP stands fora. Request for proposals.b. Reason for proposing.c. Release form project.d. Research for proposal.
Would “Power to the People” be an effective headline for the section in an analytical report that recommends relaxing a company’s strict limits on employee use of social media at work? Why or
Why is the “you” attitude particularly important with long or complex reports and proposals?a. The “you” attitude takes less time to write, so you’ll save considerable time with long
If a company receives a solicited formal proposal outlining the solution to a particular problem, is it ethical for the company to adopt the proposal’s recommendations without hiring the firm that
Which of these does not belong in the body of an informational or analytical report?a. An explanation of weaknesses in the report.b. Facts, statistical evidence, and trends.c. Conclusions and
Where would you list action items in a report?a. In the opening.b. In the bodyc. In the close.d. Action items are never listed in reports.
Which of the following is not a recommended strategy for strengthening your proposal argument?a. Provide concrete examples of the value of your proposal. b. Demonstrate your knowledge.c.
If packaging and presentation are only superficial, why are they so important in proposal writing?a. Readers tend to prejudge the quality of your products and services based on the quality of your
Which of the following elements is usually not part of a proposal’s introduction?a. Background or statement of the problem.b. Detailed cost analysis.c. Organization of the proposal.d. Scope of the
______ goes a step beyond translating, making sure web content reflects not only the native language of your readers but also their cultural norms, weights, measures, currency, and other specific
The primary purpose of the body of a proposal is toa. List your firm’s qualifications for the project in question.b. Explain why the recipient needs to address a particular problem or
Compare the “About Us” pages on the websites of three companies in same industry. Which page is the most reader-friendly? Which is the worst? What specific elements make each of these pages
If a proposal is being sent in response to an RFP, how should the body of the proposal address the issue of costs?a. It should avoid any mention of costs.b. It should provide a total cost figure
Which of the following is the most effectively worded link to a webpage that describes a company’s products and services?a. Click here to learn more about what we do.b. Learn more about our
Using a spreadsheet, create a bar chart or line chart, using data you find online or in a business publication. Alter the horizontal and vertical scales in several ways to produce different displays
Which of the following best summarizes some key advice for wiki collaboration?a. Because so many writers can be involved in a wiki, managerial control of content and process is essential.b. Personal
Why is consistency important in visual design?a. It shows the audience that you’re not wasting precious time doing artistic designs.b. It reduces confusion by eliminating arbitrary changes that
Which of the following steps could you take to call attention to the most important elements in a visual?a. Use a dominant color for the important elements.b. Call attention to the important elements
Which of the following is a good candidate for illustrating in a report?a. Comparison of customer satisfaction ratings of 12 stores across a 12-month period.b. Percentage of employees who have
Which of the following is not a good reason to use a visual in a report?a. To communicate more effectively with multilingual audiences.b. To help unify the separate parts of a process, an
____ ____ overcomes several shortcomings of conventional charts and graphs—the inability to show only a limited number of data points before becoming too cluttered to interpret, a limited ability
Which of these is a good reason to use a diagram instead of a photograph?a. Diagrams are more colorful and aren’t limited to colors found in real life.b. Diagrams are more realistic than
Which of the following steps should you take to verify the accuracy of the visuals in your reports?a. Make sure that data presentations such as line charts and bar charts accurately portray the data
Assume that you have a line chart with a vertical axis scaled from 0 to 100 and data points that vary within a range of roughly 10 to 90. How would you influence audience perceptions if you increased
Which of the following is not one of the four major tasks involved in completing business reports and proposals?a. Revising the report’s organization, style, tone, and readability.b. Formatting the
In what situation should you consider including a letter or memo of authorization in a formal report?a. If you’re getting paid to write the report.b. If you received written authorization to write
What is the purpose of including a letter of acceptance in a formal report?a. It reminds your audience what you previously agreed to address in the report and why you were assigned to write it.b. It
A letter or memo of ____ is a specialized form of a cover letter that introduces your report to the audience.

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