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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 best description of the middle paragraph(s) of a letter using the direct approach is ____.  
  a.   the reselling of the organization/product/service  
  b.   an explanation or details  
  c.   a call for action  
  d.   to build goodwill  
      
  2.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  
      
  3.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  
      
  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.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  
      
  6.Positive communications require the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  7."Start with the good news" is the basic rule in the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  8.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  
      
  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.The type of letter that tells the reader what he/she wants to hear is known as ____.  
  a.   "yes" letters  
  b.   "no" letters  
  c.   sales letters  
  d.   persuasive letters  

 
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