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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 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  
      
  2.Positive communications require the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  3.The "call for action" is at the end of the message in the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
      
  4.Letters in which you are trying to convince the receiver to do as you ask are known as ____.  
  a.   positive communications  
  b.   negative communications  
  c.   persuasive communications  
  d.   explanatory communications  
      
  5.In the negative letter, the last paragraph should ____.  
  a.   state reasons for the refusal  
  b.   offer a counter proposal or alternative  
  c.   restate the refusal  
  d.   all of the above  
      
  6.When writing a letter to notify a job applicant that he/she was not accepted for the position, you would use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  
      
  7.If you describe how the recommendation, product, or service would benefit the receiver, you are trying to arouse ____.  
  a.   attention  
  b.   interest  
  c.   desire  
  d.   action  
      
  8.Which of the following is not a business letter category?  
  a.   positive communications  
  b.   negative communications  
  c.   persuasive communications  
  d.   explanatory communications  
      
  9.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  
      
  10."Start with the good news" is the basic rule in the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  

 
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