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Business Communication at Work, 2nd Edition Glencoe Online
Student Resources
Chapter 5: Planning and Organizing Messages
  1.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  
  2.Of the following, the best ending for a letter using the persuasive approach is ____.  
  a.   a request for action  
  b.   a thank you in advance  
  c.   to state a benefit to the receiver  
  d.   both a and b  
  3.A good sales letter might begin by ____.  
  a.   describing the product or service and the guarantee  
  b.   comparing the price of the product or service with the prices of competitors  
  c.   emphasizing some benefit or reward to the reader  
  d.   asking the receiver to take action  
  4.Routine replies to inquiries and requests should follow the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  
  5.What is NOT a key factor to consider in the communication process?  
  a.   Identify the audience.  
  b.   Determine the purpose of the communication.  
  c.   Include enough information to fill the time or space allotted.  
  d.   Maintain a positive attitude throughout the communication.  
  6.The basic skills to understanding include ____.  
  a.   listening  
  b.   reading  
  c.   comprehension  
  d.   all of the above  
  7.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  
  8.In a negative letter, the negative information or refusal should be placed ____.  
  a.   in the first paragraph  
  b.   in the middle paragraph(s)  
  c.   in the ending paragraph  
  d.   in the last sentence  
  9.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.  
  10.Sales letters require the use of the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   none of the above  

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