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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."Start with the good news" is the basic rule in the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  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.Routine replies to inquiries and requests should follow the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  
      
  5.Which is NOT part of the message planning process?  
  a.   identify the purpose of the communication  
  b.   where to sit if you`re the main speaker  
  c.   identify intended audience  
  d.   determine content of the communication  
      
  6.Which is an incorrect statement about writing a rough draft?  
  a.   Edit and correct the rough draft.  
  b.   Prepare the letter in draft form first.  
  c.   Proofread the draft for tone, "you" attitude, and word choice.  
  d.   Don`t waste time editing since most people`s first thoughts are their best.  
      
  7.As a communicator your personal view/opinion becomes ____.  
  a.   primary  
  b.   secondary  
  c.   equal to the organization`s  
  d.   more important than the organization  
      
  8.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  
      
  9.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.  
      
  10.Which is NOT part of the AIDA plan?  
  a.   interest  
  b.   action  
  c.   decision  
  d.   attention  

 
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