Bussiness Communication Making Connections in a Digtal World eleventh edition
fiedsg
unit_4_567_and_8.docx
Unit 4
Question 1
The close in a sales message:
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needs to be off-subject. |
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needs to urge action. |
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thanks the reader for taking the time to read the message. |
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asks the reader to read the enclosure(s). |
4 points
Question 2
The most appropriate ending of a message refusing an important request would be:
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a final reminder of the main reason for the refusal. |
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a sincere expression of regret. |
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a reader-advantage transition. |
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specially adapted goodwill talk. |
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an apology for any inconvenience caused. |
4 points
Question 3
The sentence that best meets requirements for good sales writing is:
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We make Kapers in three weights--light, medium, heavy. |
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Kapers come in three weights--light, medium, heavy. |
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Light, medium, and heavy are the weights of Kapers. |
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You may choose Kapers in three weights--light, medium, heavy. |
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We make Kapers in your choice of weight--light, medium, heavy. |
4 points
Question 4
Which one of the following topics normally would be the most inappropriate for the close of a message refusing a request?
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Sincere wishes for the reader's future success. |
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Some helpful comment or suggestion. |
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An expression of interest in the reader's activities. |
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An apology for not being able to help. |
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A suggestion of a counter-proposal. |
4 points
Question 5
The most important of these goals for the opening of a sales message is:
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to set up the sales strategy. |
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to emphasize the central appeal. |
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to condition the reader. |
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to gain favorable attention. |
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to ask for the sale. |
4 points
Question 6
All of the following are recommended strategies for getting readers to read your email sales message except:
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using "free" in your subject line. |
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making clear who is sending the message. |
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addressing the reader by name. |
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focusing the subject line on a benefit tailored to your readers. |
4 points
Question 7
Which of the following subjects are not appropriate for the close of a negative announcement?
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A positive look forward. |
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An affirmative, positive relationship. |
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An expression of gratitude. |
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A promise not to present additional bad news. |
4 points
Question 8
Mark the best sentence beginning carrying the refusal in a credit-refusal message.
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We should like to grant your request but we must decline . . . |
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In review of these considerations the best we can do for you at this time . . . . |
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Although we should like to, we are sorry to say that . . . . |
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You will understand how sorry we are to refuse . . . . |
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It is with genuine regret that I must refuse . . . . |
4 points
Question 9
Mark the best sentence denying credit to a bad moral risk.
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You will understand, I am sure, why we grant credit only to good moral risks. |
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As your credit report indicates that cash buying would be best in this case, may we suggest that you take advantage of our special December discounts. |
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Your long record of nonpayment makes it imperative that we ask you to buy for cash only. |
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You will have to buy for cash, for your record does not justify credit. |
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I am sorry to report that we must decline your request for credit. |
4 points
Question 10
The best of these action sentences from a sales message is:
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It would be greatly appreciated if you will place your order today. |
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Fill out and mail the enclosed card today--and discover the joys of desert living. |
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A self-addressed order card is enclosed for your ordering convenience. |
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We urge you to fill out the enclosed order card. |
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The enclosed card will bring you the joys of desert living. |
4 points
Question 11
Is there justification for positive writing in a message refusing credit? In this circumstance, how might you evaluate and respond to the statement “You are not going to sell the reader; so why try to maintain goodwill?” Defend your reasoning.
Question 12
Analyze persuasive requests and sales messages. What traits do persuasive requests and sales messages share in common and how do they differ? Defend your analysis with supporting examples.
Unit 5
Question 1
The direct order in a short report is especially appropriate when:
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the findings are controversial. |
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the reader needs report findings for timely action. |
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the findings are complex. |
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the reader is unfamiliar with your work. |
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All of the above. |
4 points
Question 2
Mark the answer indicating the factor(s) that most determine(s) the makeup of a report (that is, whether it will be long or short, have letter of transmittal, title page, etc.).
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formality |
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writing style |
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formality and length |
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length and style |
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reader-writer relationship |
4 points
Question 3
An important job of the beginning of any unsolicited proposal is to:
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give background information. |
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show that you have a good plan. |
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gain attention. |
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present the writer's credentials. |
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request acceptance. |
4 points
Question 4
What relationship is shown by the transitional word or words in this sentence: "The requirements for updating the southern site, however, are simple".
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contrast |
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cause-effect |
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likeness |
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explanation or elaboration |
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listing or enumerating of subjects |
4 points
Question 5
Which of following statements most correctly explains the sequence requirements of a report organized by time?
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Present to past order only. |
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Past to present only. |
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Past to present or present to past only. |
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Any logical order of time. |
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Past to future or future to past only. |
4 points
Question 6
In viewing the change in makeup from the long, formal report to the short, informal one, which is usually the last of the prefatory parts to be dropped?
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Title fly. |
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Title page. |
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Table of contents. |
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Letter of transmittal. |
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Executive summary. |
4 points
Question 7
Mark the point of error in the following portion of an outline.
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III. Performance Comparisons. |
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A. Evaluation of Safety Features. |
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1. Car A Is Best Equipped. |
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a. All Lacking in Standard Equipment. |
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2. Acceleration Gives Car C Extra Benefits. |
4 points
Question 8
The outline heading that is inconsistent with the others in terms of content is:
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Chicago has the highest growth pattern. |
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California gains at a steady pace. |
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Growth is erratic in Ohio. |
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Iowa has lost momentum. |
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Michigan records steady losses. |
4 points
Question 9
A progress report typically does all of the following except:
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tell what has been done so far. |
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tell what remains to be done. |
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omit any mention of problems encountered or anticipated. |
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emphasize the positive. |
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c and d |
4 points
Question 10
In viewing the change in makeup from the long, formal reports to the short, informal ones, which is usually the first of the following parts to disappear?
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Title page. |
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Letter of transmittal. |
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Table of contents. |
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Title fly. |
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Executive summary. |
4 points
Question 11
What information might go into routine operational reports for different kinds of organizations? Explain why an organization, or an organization that you work for would need this information regularly?
Routine reports are required to be prepared and submitted periodically on matters required by the organization so as to help the management of the organization to take decisions in the matters relating to day to day affairs. The main objectives of routine reports are to let the management know as to what is happening in the organization, what is its progress where the deviation is, what measures have been taken in solving the problems and what to do so that the organization may run smoothly and efficiently. Routine reports are generally brief. They only give the facts. No comments or explanations are usually offered in such reports. Generally forms are prescribed for preparation and submission of such reports.
They generally provide information on routine decisions, actions taken and results obtained in respect of the ongoing operations of the organizations. These kinds of reports enable operational personnel, and managers in the organization to perform their ongoing routine activities. These reports also provide input data for detailed planning of operations and for other routine activities. Routine reports also enable managers to review the operations and ascertain if these are satisfactory. Finally routine reports provide input data for exception and special reports.
Answer
Question 12
Argue either for or against this statement and be sure to defend your reasoning. “Reports are written for business executives who want them. Thus, you don’t have to be concerned about holding your reader’s interest.”
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Argue either for or against this statement and be sure to defend your reasoning. “Reports are written for business executives who want them. Thus, you don’t have to be concerned about holding your reader’s interest.”
Answer
Business reports are always held in the interest of the companies and executives. They are primarily promoted by top management to gather an insider holding from what is happening in the operations, activities, research and get insight on the matters of special nature in the firm.
Business reporting is a public reporting of operating and financial data by a business enterprise. The reports made can be statutory or non statutory. This reporting can be considered as a regular provision of information to decision-makers within an organization to support them in their work.
The most common types of reports include:
Informational reports which present facts about certain given activity in detail without any note or suggestions. Whatever is gathered is reported without giving any thing by way of either explanation or any suggestion.
Analytical reports which contain facts along with analytical, collected data and information, classified and tabulated data and also explanatory note followed by the conclusions arrived at or interpretations. These reports may be used by the company’s chairman to follow up on falling trends in sale in a particular area.
Research reports which are based on some research work conducted by either an individual or a group of individuals on a given problem.
Statutory reports presented according to the requirements of a particular law or a rule or a custom now has become a rule. These maybe be used by the shareholders and the parties interested with the affair of the firm like the government or creditors.
Non statutory reports are not a legal requirement and are prepared and submitted to the management.
Routine reports prepared to review the routine operations of the firm.
Most of these business reports are prepared and submitted to the firm’s administration to aid them in decision making, policy formulation, future projections and the efficient and smooth running of the business
I would argue for the statement “Reports are written for business executives who want them. Thus, you don’t have to be concerned about holding your reader’s interest.” Because the business reports written are mainly focused on the business are the executives rely on them in their work within the businesses. The reports affect a great deal of the actions taken by the executives.
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Quiz 6
Question 1
In the letter of transmittal, the words transmitting the report are most appropriately placed:
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in the very beginning. |
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after the beginning introductory sentence. |
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after adequate explanation. |
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at the letter end. |
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as a postscript. |
4 points
Question 2
The chart form that is best to show changes of a continuous series of data over time is the:
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line chart. |
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stacked bar chart. |
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pie chart. |
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clustered bar chart. |
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simple bar chart. |
4 points
Question 3
Mark the graphic form that would be best to show 2007 sales by product (three) for a national sales company's seven districts.
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line chart |
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area chart |
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simple bar chart |
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bilateral bar chart |
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clustered bar chart |
4 points
Question 4
Which of the following topics is not normally considered for coverage in the report introduction?
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Purpose. |
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Origin of the report. |
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Historical background. |
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Preview. |
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Foreword. |
4 points
Question 5
The best of the following charts for showing the composition of the magnitudes being compared is a:
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simple bar chart. |
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clustered bar chart. |
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bilateral bar chart. |
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stacked bar chart. |
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flowchart. |
4 points
Question 6
You wish to show data on your company's sales for the preceding ten years. Further, you want your readers to see the sales records for each of the three products that comprise those sales. The graphic you will select is the:
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stacked bar chart. |
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pie chart. |
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line chart. |
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bilateral bar chart. |
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clustered bar chart. |
4 points
Question 7
You are planning to use a one-quarter page bar chart in your business report. You should place it:
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on the left facing page, opposite the text discussion. |
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on the page following the discussion. |
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on the page preceding the discussion. |
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on the same page as the text to which it is related. |
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in the appendix. |
4 points
Question 8
In the preview section of the introduction, the report writer:
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summarizes conclusions. |
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tells how the report will be presented. |
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summarizes conclusions and analyses. |
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summarizes conclusions, facts, and analyses. |
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introduces the report. |
4 points
Question 9
Mark the most appropriate beginning subject matter for a letter of transmittal.
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statement of the conclusion of the report |
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statement of the recommendation of the report |
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friendly expression of gratitude |
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presentation of the report |
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identification of the subject matter involved |
4 points
Question 10
So far in your business report you have used two line charts, one pie chart, and one map. For your next illustration, you should include:
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another map. |
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another pie chart. |
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a component bar chart. |
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a table. |
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whatever best presents the data, regardless of what other graphics have been used. |
4 points
Question 11
Describe the techniques employed when showing quantitative differences between Bar and Pie Charts.
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Question 12
A vital part of almost every report contains statements concerning its problem. Evaluate and explain the significance of report problems whose introductions could require coverage of methods of collecting data, historical background, and limitations.
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Quiz 7
Top of Form
Question 1
The form of speech presentation that involves organizing, preparing notes, and rehearsing is called:
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memorized speaking. |
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extemporaneous speaking. |
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speech reading. |
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impromptu speaking. |
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platform speaking. |
4 points
Question 2
Which of the following constitutes a difference between oral and written reports?
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Need for objectives. |
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Audience adaptation. |
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Control over pace of report. |
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Research. |
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Need for objectivity. |
4 points
Question 3
A speaker raises and shakes a clenched fist as he or she reports on a recent court decision. What does the gesture mean?
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The decision reflects the speaker's sense of what is right. |
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The decision reflects the speaker's sense of what is wrong. |
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The decision, which was pending for some time, has finally been made. |
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The speaker wants the audience to indicate they support his or her response by imitating the gesture. |
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The audience cannot be sure what it means. |
4 points
Question 4
Business uses virtual presentations for the following reason.
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to inform only |
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to persuade primarily |
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to both inform and persuade |
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to cover emergencies and crises only |
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to deliver bad news when face-to-face meeting isn't possible |
4 points
Question 5
In a phone conversation, mark the best of these beginning words for the one calling.
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"Good morning. How are you today?" |
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"Gomez here. Is Smith in?" |
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"This is Alison Gomez of ReMax Realtors. May I speak with Justin Smith?" |
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"Hi there. Give me Mr. Smith." |
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"Is Justin Smith there?" |
4 points
Question 6
Mark the most appropriate of these comments of a secretary handling an incoming phone call. The boss is on another line.
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"Ms. Sharp is busy. Please hold." |
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"Ms. Sharp is on another line. Please hold." |
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"Ms. Sharp is on another line. I can have her call you back or place you on hold, as you prefer." |
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"Sorry she's busy. Call back in about an hour." |
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"Ms. Sharp is on another line. I am placing you on hold." |
4 points
Question 7
Mark the best of these beginning words for a secretary answering the phone in a suite of high executives of the McLaughlin Body Company.
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" McLaughlin Body Company. What do you want?" |
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" McLaughlin Body Company. May I help you?" |
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"Hello, to whom do you wish to speak?" |
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"Good morning! McLaughlin Body Company." |
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"Hello, whom do you want?" |
4 points
Question 8
The weakest link in oral communication is:
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encoding. |
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decoding. |
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speaking. |
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listening. |
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observing. |
4 points
Question 9
Mark the statement that is not one of the Ten Commandments of Good Listening.
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Put the talker at ease. |
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Close your eyes and concentrate. |
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Empathize with the talker. |
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Stop talking. |
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Ask questions. |
4 points
Question 10
Which of the following is the most important feature(s) of body language?
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Gestures. |
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Physical appearance. |
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Face/eyes. |
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Posture. |
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None of the above. |
4 points
Question 11
Much of the oral communication that goes on in business is the informal, person-to-person communication that occurs whenever people get together. Analyze and explain how the elements of good talking help us to communicate better?
Answer
Question 12
Understanding the differences between virtual and face-to-face presentations is certainly becoming more important as business needs grow. Assess and explain the principal differences between face-to-face and virtual presentations. As an attendee or class participant, is seeing and interacting with the presenter of critical importance to you. Why or why not?
Answer
Quiz 8
Question 1
Nonnatives reading English often have trouble with expressions like "take off," "hold over," "fill out," and "cut off." We call these expressions:
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double entendres. |
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redundancies. |
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two-word verbs. |
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infinitives. |
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double negatives. |
4 points
Question 2
Mark the most correct of these sentences.
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Knowing that he was tired, I sent Jay home. |
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Knowing that he was tired, Jay was sent home. |
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Knowing his tired condition, Jay was sent home. |
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Knowing how tired Jay was, he was sent home. |
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Knowing that he was tired, to his home Jay was sent. |
4 points
Question 3
Independent clauses not connected by a conjunction normally are separated by a(n):
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dash. |
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semicolon. |
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comma. |
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apostrophe. |
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colon. |
4 points
Question 4
Which of the following statements about two-word verbs is not correct?
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They are not likely to be found in dictionaries. |
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The words together have a meaning different from that the words alone have. |
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They consist of a verb and an adverb. |
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They are difficult for nonnatives to understand. |
4 points
Question 5
Mark the sentence below that contains words most likely to be understood by a nonnative English speaker.
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We were up the creek without a paddle. |
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He ran around like a chicken with its head cut off. |
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We were tuckered out. |
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I think we are in a rut. |
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We will deliver the package Friday. |
4 points
Question 6
Mark the misspelling in this list.
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changeable |
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noticeable |
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serviceable |
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adoreable |
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chargeable |
4 points
Question 7
Indicate how you would punctuate this sentence. "Seeing the problem the attendant on duty sounded the alarm."
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Place a comma after problem. |
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Place a dash after problem. |
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Place commas after attendant and duty. |
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Place a comma after duty |
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Place commas after problem, attendant, and duty. |
4 points
Question 8
Which of these wordings does not help explain the lack of language equivalency?
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Differing concepts, experiences, and views. |
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Variations in dictionary contents. |
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Grammatical and syntactical differences. |
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Multiple meanings of words. |
4 points
Question 9
Which of the following wording of questions will help ensure that it elicits the intended response?
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"Do you want to do to dinner now or wait until after the rush hour is over?" |
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"When would you like to go to dinner?" |
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"Aren't you going to dinner?" |
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"Do you want to order pizza now or go out for steak later?" |
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"Won't you join us for drinks?" |
4 points
Question 10
Mark the misspelled plural form in this list.
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glasses |
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ranches |
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bunches |
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ponies |
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chimnies |
4 points
Question 11
On a recent trip to India, Mr. Yang, a prominent Chinese executive, dined with his client Himanshu Jain. Mr. Yang commented that the food was spicy, which Mr. Jain interpreted as an opportunity to discuss Indian cuisine. After lengthy explanations, Mr. Yang commented again that the food was spicy. What happened? What barrier is likely getting in the way of clear communication and how could this barrier have been overcome.
Answer
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30 points
Question 12
What are the prevailing attitudes in your culture toward the following: Negotiating methods, Truth in advertising, Company-worker loyalty, Women's place in society, and the Protestant work ethic. Explain how these attitudes can affect your communication with nonnatives?
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