Test 2 Fall 04

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.

____ 1. Formal research methods include
a.
setting up an experiment.
b.
searching through previous correspondence.
c.
developing a cluster diagram.
d.
brainstorming.



____ 2. Informal research methods include
a.
experimenting scientifically.
b.
accessing electronic databases.
c.
developing a cluster diagram.
d.
investigating primary sources.



____ 3. Most routine tasks require that you conduct
a.
formal research.
b.
informal research.
c.
no research.
d.
both formal and informal research.



____ 4. Which of the following is not a typical outline format?
a.
Decimal
b.
Alphanumeric
c.
Alphadecimal
d.
All of the above are typical outline formats.



____ 5. Ideas in an outline should usually be grouped into
a.
four to six major components or categories.
b.
three to five major components or categories.
c.
five to ten major components or categories.
d.
six to nine major components or categories.



____ 6. Each major category in an outline should be divided into at least
a.
three subcategories.
b.
four subcategories.
c.
five subcategories.
d.
two subcategories.



____ 7. If an audience will be receptive to a message, the most effective organizational pattern is the
a.
indirect pattern.
b.
direct pattern.
c.
informational pattern.
d.
geographical pattern.



____ 8. The direct organizational plan
a.
saves the reader's time.
b.
ensures a fair hearing.
c.
minimizes a negative reaction.
d.
respects the feelings of the audience.



____ 9. Dependent clauses contain a
a.
subject.
b.
verb.
c.
complete thought.
d.
a and b only.



____ 10. Which of the following is an independent clause?
a.
If Carol thinks the plan will solve the problem
b.
In the decision-making process
c.
Since we are certain of the outcome of the election
d.
Then the decision was made



____ 11. To be easily understood, sentences should
a.
be at least 15 words in length.
b.
be about 20 or fewer words.
c.
be no longer than 30 words.
d.
average about 28 words.



____ 12. Select the active-voice sentence.
a.
Your vacation request must be submitted by this Friday.
b.
Europeans usually take four-week vacations in the summer.
c.
The suggestion will be implemented as soon as funding is available.
d.
The performance appraisal was conducted by Mr. Jones.



____ 13. To be hired, an application form must be completed is a sentence that contains a
a.
limiting sentence.
b.
dangling modifier.
c.
limiting clause.
d.
misplaced dangler.



____ 14. Furthermore, as a result, however, and on the other hand are examples of
a.
limiting phrases.
b.
dovetailing.
c.
supporting modifiers.
d.
transitional expressions



____ 15. Paragraphs are generally easier to read when they contain
a.
eight or fewer printed lines.
b.
eight or fewer printed sentences.
c.
five or fewer printed sentences.
d.
at least five printed lines.



____ 16. During which phase of the writing process will Clare spend the most time making sure her message is very clear?
a.
Prewriting
b.
Writing
c.
Revising
d.
None of the above



____ 17. Which of the following is not a goal of business writing?
a.
Keep your writing simple.
b.
Use words that will impress your reader.
c.
Keep your writing conversational.
d.
All of the above are goals of business writing.



____ 18. An example of a third-person construction is
a.
I know
b.
You are aware
c.
The researcher found
d.
We agree



____ 19. An example of a first-person construction is
a.
They realize
b.
You are aware
c.
The researcher found
d.
I know



____ 20. Which of the following is the best example of business writing?
a.
It would be wise to admonish your employees regarding the dangerous hazards of sharing
passwords.
b.
Please remind your employees of the dangers of sharing passwords.
c.
In the case of passwords, please advise all employees that they must avoid sharing and
exchanging the aforementioned.
d.
Due to the fact that sharing passwords is dangerous, this is to advise you to explain this to
your employees.



____ 21. The sentence The two messages you sent are exactly identical could be made more effective by eliminating a(n)
a.
compound preposition.
b.
redundancy.
c.
trite expression.
d.
opening filler.



____ 22. A redundancy is an expression that
a.
has become worn out through overuse.
b.
is unclear because of its specialization and technical meaning.
c.
repeats meaning unnecessarily.
d.
converts verbs to nouns.



____ 23. Basic fundamentals, first and foremost, and most unique are all examples of
a.
compound prepositions.
b.
opening fillers.
c.
trite expressions.
d.
redundancies.



____ 24. Which of the following represents the best writing?
a.
Dan conducted a feasibility study for the company.
b.
We are ready to begin implementation of the new procedure.
c.
Please give consideration to my plan.
d.
Mr. Jones will take action on the request.



____ 25. Pursuant to your request, as per your telephone call, and thanking you in advance are examples of
a.
wordy noun phrases.
b.
trite expressions.
c.
redundancies.
d.
opening fillers.



____ 26. Business expressions that have been used over the years and are no longer original are called
a.
noun phrases.
b.
noun constructions.
c.
parallel construction.
d.
trite expressions.



____ 27. The sentence Please find enclosed an application for credit could be made more concise by eliminating a(n)
a.
trite expression.
b.
redundancy.
c.
compound preposition.
d.
opening filler.



____ 28. Which of the following is free of wordy or trite phrases?
a.
The computer chip industry is dependent on a highly trained work force.
b.
In accordance with your wishes, we are crediting your account for $300.
c.
In some parts of the world, women are unwelcome in business.
d.
Once we have performed an analysis of your business, we will be able to act.



____ 29. When proofreading a document,
a.
rely on the spell checker to locate all spelling and typographical errors.
b.
do so continuously while the document is being written.
c.
make sure introductory clauses are followed by commas.
d.
All of the above.



____ 30. When proofreading documents, concentrate specifically on
a.
ideas.
b.
sentences.
c.
paragraphs.
d.
individual words.



____ 31. Which of the following is not a guide word used in e-mail messages and memos?
a.
TO:
b.
FROM:
c.
RESPONSE:
d.
DATE:



____ 32. The subject line of e-mail messages and memos should
a.
be a complete sentence.
b.
end with a period.
c.
summarize the central idea.
d.
explain the main idea.



____ 33. The least effective subject line for an e-mail message or a memo is
a.
Request for Travel Funds
b.
Budget Meeting Scheduled for September 12
c.
New Employee Orientation Session
d.
Announcement



____ 34. An effective subject line for e-mail messages and memos is
a.
Changes in Vacation Schedule
b.
Reduction in Benefits
c.
Meeting Planned
d.
The Sales Department Will Conduct a Seminar for All Its Distributors on Monday, May 3, at
8 a.m.



____ 35. The best subject line for an e-mail message is
a.
New Process for Requesting Temporary Help
b.
Change in Procedures
c.
New Procedure to Be Followed Soon
d.
Temporary Help



____ 36. Which of the following is the most effective closing statement for an e-mail message?
a.
Thank you for your cooperation.
b.
Please review the proposed procedure before May 1 so that we may announce it May 30.
c.
If you have any questions, please do not hesitate to call.
d.
I look forward to hearing from you soon.



____ 37. Which statement best describes e-mail messages?
a.
E-mail is appropriate for delivering sensitive messages.
b.
Less care needs to be taken with the wording of e-mail messages since they are certain to
remain private.
c.
E-mail messages do not require a subject line.
d.
E-mail messages should be considered permanent.



____ 38. Which of the following situations is most appropriate for sending an e-mail message?
a.
Lorraine needs to fire an employee.
b.
Vera wants to announce a 5K marathon to the company's employees.
c.
Roland plans to send a ten-page report to his supervisor.
d.
Max is sending copies of the last three months' budgets to his co-workers.



____ 39. Which of the following statements does not accurately describe e-mail messages?
a.
Messages may be transmitted almost instantly to anywhere in the world.
b.
The advantages of using e-mail far outweigh the disadvantages.
c.
Since users do not need to be concerned with stylistic and grammatical considerations, e-mail
messages are much easier and quicker to prepare than ordinary memos.
d.
An electronic address book should be used to send e-mail messages.



____ 40. E-mail messages
a.
are like memos and should always include salutations, such as Dear Lisa.
b.
should be typed either in all caps or in all lowercase letters to be consistent.
c.
may include a salutation and complimentary close, particularly if addressed to outsiders.
d.
should include a bcc, which stands for brief clear copy.



____ 41. E-mail messages
a.
should be typed with all uppercase letters.
b.
never include a salutation such as Dear Amy or Hi, Amy.
c.
must always include the sender's name in the closing lines.
d.
may conclude with a closing such as All the best.



____ 42. Internal messages that typically flow downward in an organization and convey information about daily operations are
a.
procedure and information e-mail messages or memos.
b.
claim adjustment e-mail messages or memos.
c.
confirmation e-mail messages or memos.
d.
request and reply e-mail messages or memos.



____ 43. Confirmation e-mail messages or memos
a.
begin with a polite command.
b.
record oral decisions, directives, and discussions.
c.
should be written for all events, ranging from those that are minor to those that are
significant.
d.
describe procedures and distribute information.



____ 44. Confirmation e-mail messages and memos should
a.
include names and titles of involved individuals.
b.
itemize major issues or points concisely.
c.
request feedback regarding unclear or inaccurate points.
d.
All of the above.



____ 45. Which statement might be included in a confirmation e-mail message or memo?
a.
Please let me know the date you prefer to speak to the AMA group.
b.
This memo verifies our discussion last Thursday in which you agreed to head the annual
fund-raising committee.
c.
Please call me so that we can set up a time for you to speak to Delta Sigma members.
d.
This is in response to your message of the 21st.



____ 46. Jancy is writing a letter to an important customer and wants to be sure that it conveys a tone of goodwill. The most
important thing for Jancy to do is
a.
be sure the letter uses active-voice verbs.
b.
be sure the letter is set up in an appropriate format.
c.
be sure that the letter uses transitional expressions to develop cohesion.
d.
present the message from the customer's point of view.



____ 47. The opening paragraph of most everyday messages should
a.
request action from the reader.
b.
frontload the main idea.
c.
present details that explain a request or response.
d.
buffer the news from the reader.



____ 48. Which statement is the best example of frontloading a message?
a.
We have received your letter about the order you received recently.
b.
I am sorry to have to let you know that we have denied your request for credit.
c.
It has come to my attention that your order will be shipped by the end of the week.
d.
We are pleased to send you the information you requested about our new line of office
furniture. Our latest catalog is enclosed.



____ 49. Use of graphic highlighting is most effective
a.
in the opening of a direct letter.
b.
in the body of a direct letter.
c.
in the closing of a direct letter.
d.
when frontloading the message.



____ 50. The body of all direct letters should
a.
have at least two paragraphs.
b.
have only one paragraph that contains the details.
c.
use a separate paragraph for each idea being presented.
d.
state an end date for action from the reader.



____ 51. The body of an order letter should
a.
let the reader know that this is a purchase authorization.
b.
list the items desired and show the total amount, including tax and shipping costs.
c.
state the method of payment for the merchandise.
d.
indicate the preferred shipping method.



____ 52. Which of the following statements is not appropriate for an order letter?
a.
Please send me a copy of Designer Collectibles by UPS.
b.
Enclosed is a check for $359.99.
c.
I am ordering three of the blue magenta sweaters I saw advertised in Career Woman
magazine.
d.
Your summer catalog shows several items that may be of interest to me.



____ 53. Writers who make simple claims should
a.
indicate to the reader the causes for the problem.
b.
assume that the person reading the letter is responsible for the problem.
c.
assume that most companies genuinely want to please their customers.
d.
leave it up to the reader to decide on a remedy for the problem.



____ 54. Masayo, Jason's supervisor for the past five years, has been asked to write a recommendation letter for him. While
Jason's job performance was satisfactory, Masayo has some reservations about his ability to get along with others and
work in a team. The best thing for Masayo to do would be to
a.
ask Jason to have another individual write a letter for him.
b.
write the letter since it is her responsibility as Jason's former supervisor.
c.
write the letter, carefully balancing her positive and negative comments.
d.
write the letter, presenting only her positive comments about Jason's performance.



____ 55. Which of the following statements is the best choice for a letter of recommendation?
a.
Andrew Rosales exceeded his sales quota for the last three months by at least ten percent each
month.
b.
Sara Bartlett left the job suddenly.
c.
Linda James is the best salesperson in the department.
d.
Trinh Ho is a good typist.



____ 56. General letters of recommendation, written when the candidate has no specific position in mind, often begin with the
salutation
a.
Ladies/Gentlemen
b.
Dear Sir/Madam
c.
Dear Sirs
d.
To Prospective Employers



____ 57. Smart organizations strive to improve customer service and retain current customers because
a.
it's more expensive to keep old customers than to recruit new ones.
b.
unhappy customers may write angry claims letters.
c.
the Internet makes it easy for consumers to shop around.
d.
it's cheaper to keep old customers than to recruit new ones.



____ 58. Letters granting claim adjustments focus attention on
a.
admitting the company's error.
b.
explaining how diligently you are working to prevent the recurrence of the problem.
c.
letting the customer know that, even though you normally do not make adjustments in such
situations, you are willing to make an exception in this case.
d.
apologizing for the error in both the first and last paragraphs of the letter.



____ 59. Select the most effective closing for a letter granting a claim.
a.
Thank you for your concern about this most unfortunate problem.
b.
We were delighted to hear from you about the problem you experienced while dining in our
restaurant last week.
c.
You should continue to receive many years of service from your K2R copier. We appreciate
your business and look forward to your future orders.
d.
Again, we apologize for any inconvenience this error may have caused you.



____ 60. Which of the following conveys the most appropriate tone when responding to a congratulatory note?
a.
Thank you for your note congratulating me on my recent promotion.
b.
I appreciate your letter referring to my being chosen Employee of the Month. I, too, was very
surprised at being chosen to receive the award.
c.
Your note about my promotion made my day, and I will treasure always your extreme
thoughtfulness.
d.
Thank you for congratulating me on achieving my black belt in karate. I have worked hard
for several years to reach this goal.



____ 61. The first step in writing a sales letter should be
a.
collecting information.
b.
organizing the message.
c.
adapting to the audience.
d.
analyzing the purpose of the message.



____ 62. Our customers report a 10 percent increase in sales after adding Wheeler bicycles to their product line
a.
builds interest with a product description.
b.
gains attention in a persuasive message.
c.
describes a problem in a persuasive message.
d.
presents an indirect benefit in a persuasive message.



____ 63. In a letter requesting donations, the Animal Relief Fund stresses that donors will feel the satisfaction of knowing that
they have kept another dog from being sent to the pound. This persuasive technique relies on
a.
indirect benefits to reader.
b.
direct benefits to reader.
c.
expert opinions.
d.
rational appeals.



____ 64. Simply fill out and return the enclosed subscription form and the latest issue of Happy Living will be on its way to you
is an example of
a.
reducing resistance.
b.
building interest.
c.
motivating action.
d.
an unexpected statement.



____ 65. A strong force that encourages ethical behavior in business is the desire to
a.
convince someone to change a belief or to perform an action.
b.
make more money.
c.
maintain one's reputation and credibility.
d.
prompt expensive litigation.



____ 66. Focusing primarily on indirect reader benefits is usually necessary when
a.
giving instructions to subordinates.
b.
requesting favors such as time, money, special privileges, or cooperation.
c.
making nonroutine claims or requesting adjustments.
d.
selling a product or service.



____ 67. Which message would be most effective when organized indirectly?
a.
A memo informing employees about a change in flextime scheduling.
b.
A memo announcing a computer training workshop available for all new employees.
c.
A memo informing employees that layoffs will affect employees in several departments.
d.
A memo announcing that the company has approved a new dental health plan for all
employees.



____ 68. Which of the following situations would require a persuasive adjustment letter?
a.
The can opener that Susan purchased from Harry's Department Store three weeks ago no
longer works.
b.
The stationery ordered from Sandy's Paper Supply arrives in unsatisfactory condition.
c.
Your newly constructed swimming pool has developed a crack.
d.
Reza's March bill includes a charge for a $5 telephone call he did not make.



____ 69. A persuasive claim adjustment letter
a.
might open with a quick review of what the writer has done to resolve the problem.
b.
might present a blow-by-blow chronology of details.
c.
might ask for the reader's suggestions on how to solve the problem.
d.
should vent the sender's anger.



____ 70. In requesting an adjustment or making a customer claim, you're more likely to be successful if you
a.
appeal to the company's sense of responsibility and pride in its good name.
b.
threaten to picket the company with signs that describe the complaint.
c.
mention the discussion you had with your attorney regarding this claim.
d.
provide a long, fact-filled account of all your dealings with the company concerning this
claim.



____ 71. Which of the following demonstrates a rational appeal used in a sales letter?
a.
Our new Subsaver refrigerators are built to last and will provide your family many years of
pleasure.
b.
Pamper yourself by coming into our salon where our professional staff can give you a
complete makeover.
c.
You can take advantage of our sale prices and still be the envy of all your friends while
driving the new, luxury Silver Star automobile.
d.
All of the above.



____ 72. The most effective sales messages build interest by
a.
reducing resistance to possible objections regarding the product.
b.
presenting specific facts about the product.
c.
translating cold facts about the product into warm feelings and reader benefits.
d.
promising readers incentives for purchasing the product.



____ 73. Which of the following statements most effectively reduces a customer's resistance?
a.
Even though our tires give years of top-quality performance, they are priced at least $40 per
tire lower than our major competitor's product.
b.
Only the first 50 customers will receive this special bonus!
c.
A penny saved is a penny earned.
d.
The Hi-Max microfloppy disk offers reliability as well as high-capacity storage.



____ 74. To close a sales letter, which of the following would be least effective in motivating action?
a.
A reference to the product's high cost
b.
An incentive or limited offer
c.
A deadline for action or a guarantee of satisfaction
d.
A postscript offering a gift



____ 75. The most effective news releases
a.
concentrate on advertising a company's products.
b.
emphasize the most important information by placing it near the end.
c.
attempt to answer the five Ws and one H in the first sentence.
d.
present interesting information without typos, punctuation errors, and factual errors.