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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 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  
  2.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  
  3.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  
  4.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.  
  5.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  
  6.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  
  7.The most challenging or problematic communications in business are those that ____.  
  a.   refer the customer to another area  
  b.   admit that the company has made a mistake  
  c.   refuse the receiver`s request  
  d.   none of the above  
  8.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  
  9.After the rough draft is written, the next step(s) include(s) ____.  
  a.   editing and correcting the draft  
  b.   adding statistical data  
  c.   choosing the approach to use  
  d.   sending the message quickly  
  10.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  

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