FBLA Business Communications WRC 2005

#105 Business Communications

2005 FBLA WRC

WRC 2005--Business Communications Multiple Choice Identify the letter of the choice that best completes the statement or answers the question. ____ ____

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1. Which of the following is a form of nonverbal communications? a. e-mail b. body language c. teleconferencing d. all of the above 2. Which of the following are important to the total effect of your letter? a. using simple words c. building goodwill b. using a positive tone d. all of the above 3. Communication which is tactful and "reader-centered" demonstrates ____. a. conciseness b. courtesy c. cohesiveness d. clarity 4. Which of the following sentence(s) is written in the active voice? a. Jennifer wrote the examination. b. The examination was written by Jennifer. c. The examination was written quickly by Jennifer. d. None of the above.

5. Which of the following sentence(s) is written in the passive voice? a. Jack drove the van to school. c. The van was driven to school by Jack. b. Jack drove the van to school yesterday. d. None of the above.

6. The need for additional clarity and follow-up communication is eliminated if your communication is ____. a. concise b. courteous c. clear d. complete 7. When communication is accurate in every way, it is ____. a. complete b. correct c. concise d. coherent 8. A telephone conversation may not be as acceptable a method for conveying information as a written document because a telephone may ____. a. be unavailable when you need to make the call b. be convenient for the receiver c. not provide a confidential method of communication d. be transmitted to other parts of the room 9. A written communication may be especially effective for international correspondence because ____. a. you will have more time to practice writing it b. you will need to consult a correspondence supervisor c. your message can be more effective if you take more time d. it will allow the reader time to translate the information 10. A spell check ____. a. allows you to find and correct spelling errors b. assists you in selecting the right word c. recognizes incorrect usage of words d. all of the above 11. Words that sound alike but have different meanings and spellings are ____. a. homonyms b. antonyms c. synonyms d. doublets 12. Words that are similar in sound but different in meaning and spelling are known as ____. a. homonyms c. synonyms b. antonyms d. pseudohomonyms 13. Which of the following are homonyms? a. affect, effect c. eager, anxious b. principle, principal d. apple, dapple 1

#105 Business Communications

2005 FBLA WRC

____ 14. Some words and phrases are commonly misused. From the choices given below, select the correct phrase. a. had less errors c. between us three b. had fewer errors d. between we three ____ 15. Positive words are used to ____. a. aid understanding c. reflect common business usage b. stimulate the desired reader response d. make writing more precise ____ 16. Trite expressions such as "please find enclosed" should be avoided by using the conversational word or phrase ____. a. enclosed herewith c. please b. enclosed please find d. enclosed ____ 17. That part of the mind that stores all the words a person has ever read or heard is called the ____. a. central processing unit c. remote storage center b. word bank d. memory control ____ 18. A group of words that expresses one complete thought is ____. a. a dependent clause c. a fragment b. a sentence d. a paragraph ____ 19. A ____ expresses action or a state of being. a. subject b. verb c. clause d. phrase ____ 20. The voice which creates a stronger message that is more direct, concise, personal, and vigorous is the a. active voice b. passive voice c. mood d. negative voice ____ 21. Which of the following assists in achieving paragraph unity? a. topic sentences b. number of sentences within the paragraph c. including only relevant material d. all of the above ____ 22. Which of the following does not assist in achieving paragraph emphasis? a. position c. parallelism b. repetition d. sentence structure ____ 23. A singular verb requires a ____ verb. a. plural b. singular c. single d. parallel verb ____ 24. Opening a letter with a ____ response is usually more effective when answering a customer's questions. a. trite b. direct c. indirect d. complex ____ 25. The habit of using and frequently leads to ____. a. sentence fragments c. emphasis b. run-on sentences d. complex sentences ____ 26. In a written message you can't soften the tone by ____. a. exaggerating what you can do b. smiling as you can in a face-to-face conversation c. being sarcastic and clever d. ignoring the readers feelings ____ 27. The built-in purpose of each letter should be to ____. a. promote goodwill and make a profit b. maintain that the company's position is mostly fair c. resell the product and the business ahead of the competition d. promote goodwill and resell your product or service ____ 28. The tone should suggest that ____. a. you want to sell additional products c. your attitude is positive b. you know that they expect you to help d. you're irritated with the reader

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#105 Business Communications

2005 FBLA WRC

____ 29. Which of the following best indicates a "you attitude"? a. Your complaint is being reviewed. b. We are happy to have you as a customer. c. You are an important customer. d. We feel sure we can give good service. ____ 30. You can guard against talking down to the reader by ____. a. putting sound but negative comments in your response b. letting the reader know that you doubt their claim is honest c. discussing the features of your product boastfully d. putting yourself in the reader's place and imagining your response ____ 31. Reselling a product or service is appropriate ____. a. for a new customer only b. for a new customer as well as a longtime customer c. only for first-time buyers d. only if the customer is having a problem with the product or service ____ 32. Which of the following is not a business letter category? a. positive communications c. persuasive communications b. negative communications d. explanatory communications ____ 33. The most challenging or problematic communications in business are those that ____. a. refer the customer to another area b. admit that the company has made a mistake c. refuse the receiver's request d. none of the above ____ 34. The buffer paragraph should ____. a. be pertinent and pertain to the subject of the message b. be brief and congenial c. maintain neutrality and act as a transition d. all of the above ____ 35. The basic skills to understanding include ____. a. listening b. reading c. comprehension d. all of the above ____ 36. Of the following, the best beginning for a letter using the indirect approach is ____. a. reasons leading up to the negative news c. stating the refusal b. a pleasant, neutral statement d. requesting action ____ 37. Which of the following statements is not a step in the brainstorming process? a. Gather all the background information needed. b. Evaluate each idea presented for importance. c. Review the list and delete anything you think unnecessary. d. Evaluate the list, looking for similarities. ____ 38. Which of the following statements about outlining is true? a. You can save time by simply keying an outline on the computer. b. An outline guarantees that your writing is well organized. c. Most writers say the difficult part of writing is done when the brainstorming is completed. d. An outline should not be faxed. ____ 39. Which of the following software programs offers an outlining feature? a. Microsoft PowerPoint c. Spell Check b. Grammatik d. Electronic Thesaurus ____ 40. A transposition error can be caused by transposing letters within a word such as ____. a. from for form b. it is for is it c. hear for here d. its for it's

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#105 Business Communications

2005 FBLA WRC

____ 41. What do you call the type of software that offers several applications in one package? a. multipurpose b. condensed c. integrated d. subdivided ____ 42. Although spell checkers are useful for identifying misspelled words, they cannot distinguish ____. a. words that are spelled correctly but used incorrectly b. troublesome words that are misspelled c. homonyms that are misspelled d. synonyms that are misspelled ____ 43. When proofreading, you should check for transpositions of words in phrases. An example of this type of transposition is ____. a. hear for here b. form for from c. its for it's d. it if is for if it is ____ 44. When sending e-mail, the "need to know principle" prevails. This means that you should ____. a. include only the bare essentials that the reader needs to know b. avoid emotional outbursts but let the receiver know what you think c. send the messages only to those who should receive the information d. send the messages to everyone in your company ____ 45. Which statement is NOT true about faxes? a. Almost anyone can receive a fax, even if they're not the intended receiver. b. A stand-alone fax cannot convert faxes to computer files. c. Since faxes use telephone lines for transmission, they are secure and can be used to send confidential material. d. Fax modems are able to send and receive messages and files. ____ 46. Interoffice memos may be addressed to ____. a. an individual c. a division or department b. several individuals d. all of the above ____ 47. The correct dateline for a business letter is ____. a. 6/2/02 b. June 2, 2002 c. 2 June 2002 d. both b and c ____ 48. Letters folded correctly for a No. 6 3/4 envelope have ____. a. one fold b. two folds c. three folds d. four folds ____ 49. ____ is not a principle to follow when writing goodwill letters. a. Writing sincerely b. Making the reader feel important c. Including a sales pitch for future business d. Writing naturally ____ 50. Goodwill can be conveyed by ____. a. a friendly smile c. making sarcastic remarks b. never saying please or thank you d. all of the above ____ 51. The two types of invitations that you may be called upon to create are ____. a. social and formal c. semi-formal and formal b. formal and informal d. informal and semi-formal ____ 52. A sympathy message should ____. a. express sympathy only b. never use the word death c. give a calm and optimistic look toward the future d. use the deceased's name only in vague terms ____ 53. Which of these is not a description of a goodwill letter? a. sincere b. friendly c. stilted d. Natural

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#105 Business Communications

2005 FBLA WRC

____ 54. Letters that follow-up after a customer has purchased a product or service ____. a. build goodwill b. show the organization's interest in the customer c. demonstrate a desire to continue serving the customer d. all of the above ____ 55. Sometimes you can take the sting out of a refusal by ____. a. sending a free pamphlet b. offering a helpful suggestion c. sending a price list d. sending a copy of the refusal letter to the president of your company ____ 56. Internal communications consist of ____. a. brief, informal messages c. abstracts for the Web page b. long, reserved reports d. faxed messages ____ 57. A person who inquires about a product or service is probably a ____. a. sales representative b. prospective customer c. person who will take advantage of the information d. competitor ____ 58. A letter requesting an adjustment should be sent ____. a. at least 30 days after you discover the problem b. at least 60 days after you discover the problem c. at least 90 days after you discover the problem d. promptly after you discover the problem ____ 59. When writing a letter requesting an adjustment, you should ____. a. ask your reader what he or she plans to do about the mistake b. question your reader's integrity and honesty c. ask your reader for a specific adjustment d. show your anger and disgust about the situation ____ 60. When granting a full adjustment to a customer, begin the letter with ____. a. an expression of appreciation for the reader's request for an adjustment b. an explanation of the effort you are making to prevent a repetition of the error c. the news that the full adjustment is being granted d. a buffer (something neutral) ____ 61. The two purposes for letters denying adjustments are to say no and ____. a. sell a product b. keep or rebuild the customer's goodwill c. convince the reader he or she was wrong d. give a good reason for the problem or error ____ 62. Which of the following expressions should be avoided in a letter refusing an adjustment? a. Thank you for . . . c. We can offer . . . b. You claim that . . . d. Please return the . . . ____ 63. Which of the following expressions is negative and should be avoided? a. Thank you for giving us . . . c. We are happy to . . . b. You misinterpreted . . . d. An explanation is in order . . . ____ 64. People write letters to an editor to ____. a. share a view or express a concern b. get their opinions out before the news group c. get an invitation to visit the editor d. get information

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#105 Business Communications

2005 FBLA WRC

____ 65. Writing a letter to the editor becomes an obligation when ____. a. an article published is erroneous or misleading b. you want your organization to receive publicity c. you wish to suggest a viewpoint or to give information d. you are angry about an article that was published ____ 66. A letter attempting to get the reader to spend time or money, or to go to some trouble to help the writer, would use ____. a. the direct approach c. the persuasive approach b. the indirect approach d. none of the above ____ 67. The price of the item you are selling should be discussed ____. a. in the closing paragraph along with the call for action b. at the best psychological moment so as to make the product sound worth the cost c. near the beginning of the letter so that the customer will consider the article a bargain d. as the central selling point of the sales message ____ 68. Which of the following shippers can use a P.O. Box as the ship-to address? a. FedEx c. United States Postal Service (USPS) b. Airborne d. United Parcel Service (UPS) ____ 69. The best way to explain that, even though you must refuse to extend credit now, you will consider another application for credit later is: ____ a. We shall look forward to the time when it will be possible for you to undertake credit purchases comfortably. b. Because we have refused to offer you credit at this time does not mean that we will not change our attitude in the future. Simply let us know when you are in better financial shape, and we will again investigate your financial situation. c. As you probably now realize, your decision to apply for credit with us was not well timed.

We invite you to apply when you have assessed your financial situation realistically and feel that you are eligible for credit. d. We cannot give you credit. ____ 70. The item that is not an objective of a good collection letter is ____. a. to get the money owed b. to explain the credit terms c. to keep the customer's goodwill and future business d. both a and b above ____ 71. If, after the second of a series of collection letters has been sent, the customer writes about his or her past-due account, you should ____. a. answer with a personal letter and continue to send the remaining form letters from the collection series until the bill is paid b. answer with a personal letter and stop sending more form letters from the series c. continue to send the remaining form letters from the collection series, but on the next form letter mention in a postscript that you received the letter d. read the letter but not respond to it ____ 72. The section(s) of the memo that covers all the relevant points is ____. a. the beginning c. the ending b. the middle d. the middle and the ending ____ 73. If the middle section of a memo consists of several related items, a good technique to use is to ____. a. start each one on a separate line preceded by a bullet b. summarize them into one or two statements c. select only the most important ones d. do all of the above

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#105 Business Communications

2005 FBLA WRC

____ 74. The middle section of the memo should include ____. a. interpretation of the material presented c. realistic and logical explanations b. recommendations d. background information ____ 75. In using the direct approach in memos, you should begin by starting with the ____. a. main idea/purpose c. background details, explanations b. recommendation d. supporting details ____ 76. The type of report that demands thoroughly documented, objective, and detailed preparation is the ____. a. formal report c. progress report b. memo report d. informational report ____ 77. Memo reports flow ____. a. upward b. downward c. laterally d. in all directions ____ 78. Of the following, the best description of memo tone is: ____ a. The tone of a memo depends on the rank of the writer in relation to the rank of the reader. b. The tone of a memo should follow the same rules as the tone of a letter. c. The tone of a memo is irrelevant since it is an internal communication. d. The tone of a memo is always informal. ____ 79. What is the accepted standard for communicating information to the media? a. newsletters b. annual reports c. press releases d. faxed messages ____ 80. Which of the following is not used as an organizational pattern in reports? a. time c. negative detail b. specific instance d. conclusion ____ 81. A research report falls into which of the following categories of reports? a. formal report b. informal report c. memo report d. letter report ____ 82. Proposals are written using what approach? a. persuasive b. indirect c. direct d. organizational ____ 83. Which of the following statements is true of the background information included in a proposal? a. It states what problem your proposal addresses. b. It outlines the goal you intend to accomplish. c. It includes all the details that surround the problem. d. It does all of the above. ____ 84. The formatting for proposals should not include ____. a. three-inch margins c. bullets and boldface type b. side headings d. underscoring ____ 85. Minutes of a meeting should be ____. a. a verbatim transcript of the meeting b. a summary of the results of the meeting c. reflective of the substance of the meeting d. an unofficial, temporary record of the meeting ____ 86. Examples of formal meetings include ____. a. annual and quarterly corporate meetings c. project team meetings b. management meetings d. social club meetings ____ 87. Common mistakes made by those preparing notices include ____. a. using an incorrect format b. sending notices to incorrectly listed persons c. omitting location, day, and time d. all of the above

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#105 Business Communications

2005 FBLA WRC

____ 88. One way to report minutes of an informal meeting is to ____. a. display the minutes in a table format b. display the minutes using a presentation software c. use a summary format d. use a letter format ____ 89. To distribute minutes of an informal meeting or formal meeting, you must be familiar with ____. a. Roberts' Rules of Order b. your company's rules, regulations, and/or usual practices c. Roberts' Strategies for Conducting Meetings d. the American Society of Corporate Secretaries bylaws ____ 90. The purpose of the American Society of Corporate Secretaries is to assist those members who are involved in duties associated with the ____. a. corporate secretarial function c. meeting agenda items b. auditing of minutes d. preparation of the function meeting room ____ 91. The last paragraph of formal minutes should ____. a. be initialed by the president b. focus on the important business of the day c. give the date and time of the next meeting as well as the time of adjournment d. indicate the time the meeting was called to order by the facilitator ____ 92. A résumé serves as a(n) ____. a. marketing tool c. substitute for an employment application b. interview d. inventory ____ 93. The purpose of a résumé is to ____. a. obtain a job c. create a letter of introduction b. obtain an interview d. follow up a phone call ____ 94. The most traditional résumé form is the ____. a. chronological c. functional or skills b. combination d. summary ____ 95. Unlike an employment application, a résumé ____. a. is signed by the applicant b. verifies the truthfulness of the information c. presents information about the applicant d. is not signed by the applicant ____ 96. When mailing your cover letter, you should mail it so that it arrives on ____. a. Friday because all of the week's work is being finished b. Saturday, so it will be waiting for the interviewer first thing Monday morning c. Monday because the work week has just started d. Tuesday, Wednesday, or Thursday ____ 97. The purpose of an unsolicited cover letter is to ____. a. gain the attention of the employers to contact you for an interview b. mail it to all the interviewers who are hiring within the next 30 days c. send it to a prospective employer for the position which you know is open and for which you are qualified d. none of the above

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#105 Business Communications

2005 FBLA WRC

____ 98. The main objective of an interview is to ____. a. be offered employment b. allow the interviewer to assess your qualifications and skills beyond the information on your rĂŠsumĂŠ c. give you an opportunity to tour the facility d. all of the above ____ 99. Another purpose of the interview is to ____. a. be offered employment b. allow you the opportunity to assess the organization and the position which is open c. allow you the chance to visit the facility and make notes d. complete an employment application form ____ 100. Stress interviews are conducted to see how an applicant ____. a. works in a group c. performs under pressure b. handles supervisory duties d. accomplishes objectives

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#105 Business Communications

2005 FBLA WRC

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