Busg Final

Front 1

Thanks to Facebook, you've recently connected with an old friend who lives in another state. She e-mails you frequently, often sharing racially charged jokes that you find offensive. Concerned about what would happen if your boss or co-workers saw her e-mails, you should

Back 1

politely ask her to stop sending the jokes, and then speak privately with your boss about the problem and how you have addressed it

Front 2

E-mail hygiene refers to

Back 2

all the efforts companies make to keep e-mail clean and safe.

Front 3

The subject line of an e-mail message

Back 3

does all of the above.

Front 4

In requesting a sales report from a co-worker, you should

Back 4

get straight to the point.

Front 5

Routine, positive messages should do all of the following except

Back 5

always use an indirect approach.

Front 6

A human resources department that receives many inquiries about job openings would best deal with this repetitive task by

Back 6

using a carefully crafted form responses.

Front 7

When responding to a customer complaint about one of your company's services, you should

Back 7

avoid blaming anyone in your organization by name.

Front 8

If you have negative comments to express regarding the qualifications of a job candidate, it is best to

Back 8

list the shortcomings as areas for improvement.

Front 9

Condolence messages should

Back 9

avoid phrases such as "passing away" or "departing."

Front 10

Use the direct approach with a negative message if

Back 10

the situation is one in which people readily acknowledge the possibility of receiving bad news.

Front 11

One important goal of a buffer is to

Back 11

establish common ground with your reader.

Front 12

A good way to make bad news less painful is to

Back 12

de-emphasize it by embedding it in the middle of a sentence or paragraph.

Front 13

Whether or not you should apologize when delivering bad news about transactions depends mainly on

Back 13

none of the above.

Front 14

If you must give an employee a negative performance review

Back 14

confront the problem right away.

Front 15

If a supervisor approaches a worker who consistently arrives late by saying, "I know your job is important to you," the supervisor is addressing the worker's need for

Back 15

safety and security.

Front 16

AIDA stands for

Back 16

attention, interest, desire, action.

Front 17

When using the AIDA approach to persuasion, which of the following would be the best opening to your message?

Back 17

How would you like to save up to 70% on prescription drugs?

Front 18

When using the AIDA approach to persuasion, the closing should

Back 18

urge the audience to take the action you are requesting.

Front 19

In marketing and sales messages, what is the primary difference between selling points and benefits?

Back 19

Selling points focus on the product rather than the user.

Front 20

In sales letters, a postscript (P.S.) below your signature is

Back 20

often one of the first or last parts people will read.

Front 21

Primary research refers to

Back 21

new research done specifically for your current project.

Front 22

If an online search yields too many sources to use, you can narrow the results by

Back 22

entering additional search terms.

Front 23

The major tasks involved in processing and applying your research results include

Back 23

all of the above.

Front 24

A report focused on recommendations should

Back 24

first establish the need for action.

Front 25

Any risks involved with your recommendations should

Back 25

be addressed clearly in your report.

Front 26

Because of its natural feel and versatility, the ________ approach is generally the most persuasive way to develop an analytical report for skeptical readers.

Back 26

2 + 2 = 4

Front 27

You're writing an analytical report outlining the benefits of starting a recycling program. You need to explain how the program meets numerous criteria including reasonable cost, ease of implementation, and long-term impact. The ________ approach will probably be the best way to organize your report.

Back 27

yardstick

Front 28

When writing business reports for outsiders (such as customers or suppliers), it is best to

Back 28

use a more formal tone than you would for an internal audience.

Front 29

The introduction (or opening) of a business report or proposal should always

Back 29

explain the reason for the report's existence.

Front 30

To gain credibility with your audience in business reports, do all of the following except

Back 30

make the report lengthy.

Front 31

A proposal should

Back 31

follow the AIDA plan.

Front 32

Principles of effective graphic design include all of the following except

Back 32

spectacle.

Front 33

When choosing points to illustrate with visuals in your report, you should

Back 33

consider adding visuals to parts that seem a little bit dull.

Front 34

A bar chart would be particularly useful for

Back 34

comparing market shares of three breakfast cereals from 2007 to 2009.

Front 35

The best approach to completing your business message is to focus on the details first before addressing the document as a whole.

Back 35

False

Front 36

At the beginning of the revision process, you should evaluate the content of your message, then review the effectiveness of its organization.

Back 36

True

Front 37

Although you should vary the length of sentences in your business messages, in general you should strive for short paragraphs.

Back 37

True

Front 38

It is inappropriate to use lists in formal business writing.

Back 38

False

Front 39

To create a list, you can use numbers, letters, or bullets (graphic elements) to separate the items.

Back 39

True

Front 40

If your company's social media content draws criticism, it is best to respond promptly and honestly.

Back 40

True

Front 41

Compared to blogs, podcasts require completely different planning.

Back 41

False

Front 42

It is illegal for your company to open and read e-mail you send and receive at work.

Back 42

False

Front 43

In e-mail, "cc" stands for "confidential copy."

Back 43

False

Front 44

E-mail etiquette requires that you follow the chain of command.

Back 44

True

Front 45

One drawback of current blogging software is that it takes a great deal of time to post new material.

Back 45

False

Front 46

"I am pleased to inform you that . . ." is a good standard opening for a positive message.

Back 46

False

Front 47

Although most recommendation letters are confidential, it is best to avoid value judgments and stick to the facts.

Back 47

True

Front 48

When delivering bad news, your only goal is to maintain a good image for yourself.

Back 48

False

Front 49

An advantage of the direct approach for communicating bad news is that it keeps the message short.

Back 49

True

Front 50

It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.

Back 50

False