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Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.Of the following, the most effective beginning for a routine reply to a request for information is ____  
  a.   This is to answer your letter of October 6 asking for information about European vacations.  
  b.   Last year over 3500 people took advantage of our European vacations.  
  c.   May I take this opportunity to answer the questions in your October 6 letter.  
  d.   All of the above are effective beginnings.  
      
  2.Business letters can be categorized into all of the following EXCEPT ____.  
  a.   routine and "yes" letters  
  b.   nonroutine letters  
  c.   negative communications  
  d.   persuasive communications  
      
  3.If you are writing a letter of recommendation, you should use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
      
  4.When you start and end your message with "neutral" paragraphs, you are using the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  5.Positive communications require the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  6.The purpose of the "buffer paragraph" is to ____.  
  a.   set the stage for giving good news  
  b.   provide background for a request for action  
  c.   smooth the way for an unpleasant message  
  d.   give the negative attitude a prominent position  
      
  7.Which is an incorrect statement about writing a rough draft?  
  a.   Edit and correct the rough draft.  
  b.   Prepare the letter in draft form first.  
  c.   Proofread the draft for tone, "you" attitude, and word choice.  
  d.   Don`t waste time editing since most people`s first thoughts are their best.  
      
  8.Of the following, the best way to begin a "yes" letter is to ____.  
  a.   use the buffer paragraph technique  
  b.   start with the good news  
  c.   get the reader`s attention  
  d.   arouse the reader`s interest  
      
  9.Of the following, the most valuable rule to follow when writing the last paragraph of a persuasive letter is ____.  
  a.   make it easy for the reader to respond  
  b.   summarize the selling points in the letter  
  c.   create a desire for the product/service  
  d.   use a buffer statement  
      
  10.The type of letter that gets directly to the point uses the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  

 
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