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Business Communication at Work, 2nd Edition Glencoe Online
Student Resources
Chapter 5: Planning and Organizing Messages
  1.A letter following the indirect approach should give the explanation in the ____.  
  a.   first paragraph  
  b.   middle paragraph(s)  
  c.   last paragraph  
  d.   first sentence  
  2.Sales letters require the use of the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   none of the above  
  3.Of the following, the best beginning for a letter using the indirect approach is ____.  
  a.   reasons leading up to the negative news  
  b.   a pleasant, neutral statement  
  c.   stating the refusal  
  d.   requesting action  
  4.In a bad-news letter, the negative information should be ____.  
  a.   presented in the first paragraph  
  b.   placed immediately following the explanation  
  c.   summarized in the last paragraph  
  d.   avoided completely  
  5.Which is NOT part of the AIDA plan?  
  a.   interest  
  b.   action  
  c.   decision  
  d.   attention  
  6.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  
  7.If you are writing a letter of recommendation, you should use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
  8.The basic skills to understanding include ____.  
  a.   listening  
  b.   reading  
  c.   comprehension  
  d.   all of the above  
  9.The refusal in negative communications should ____.  
  a.   be stated explicitly or implied clearly  
  b.   be stated in at least two ways  
  c.   be stated in the middle and final paragraphs  
  d.   not be explicitly stated  
  10.When writing a letter to refuse a request for credit, you would use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  

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