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Business Communication at Work, 2nd Edition Glencoe Online
Student Resources
Chapter 5: Planning and Organizing Messages
  1.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  
  2.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  
  3.In composing a first draft, ____.  
  a.   check the grammar  
  b.   use the spell check  
  c.   concentrate on content  
  d.   all of the above  
  4.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  
  5.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  
  6.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  
  7.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  
  8.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  
  9.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  
  10.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  

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