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Flashcards in 1.00 Study Guide Revised Deck (27):
1

Which is a reason why it is important to organize information before preparing a business report?

To arrange findings in a logical manner.

2

Which is not a tool that people use when participating in discussions?

Sharing a personal experience.

3

All calls coming into a business should end as pleasantly as possible in order to:

Leave a good last impression with callers.

4

As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should:

Refer to the appropriate publisher's style manual.

5

Individuals who are able to defend their ideas objectively provide others with:

Logical evidence.

6

Jane had to write a letter of termination for one of her employees. Which aspect of business written communication is she using?

Negative.

7

It is easier for employees to develop positive customer/client relations if employees understand that each customer is:

A unique individual.

8

Which is an example of a textual graphic that is used in a business report?

Flowchart.

9

A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:

All the necessary information.

10

When Dawn answered the front desk telephone at her property, a female caller who sounded very upset said, "My daughter, Susan Smith, is staying at your hotel, and I need to reach her immediately because of a family emergency. Would you please give me her room number?" Dawn quickly answered, "Ms. Smith is in room 224. I will connect you." What did Dawn do wrong?

She gave out a guest's room number.

11

When Steven asks questions in an open-minded way, he avoids:

Attacking someone else's idea.

12

The project manager sent a memo to her/his team outlining the project goals and task items to achieve the goals. Which aspect of business written communication is being used?

Results oriented.

13

Which is a formatting characteristic of a full-block business letter?

No paragraph indents.

14

Which is a characteristic of good customer service?

Offering quality service.

15

The primary reason the business benefits when salespersons practice good customer relations is that it:

Develops repeat customers.

16

Google has a relaxed atmosphere and believes that creativity comes from a stress-free workplace. What type of person is that company looking to hire?

Collaborator.

17

When organizing information to present in a business report, it is effective to:

Develop an outline.

18

In history class, Dr. Smith is going over a timeline of the events that led up to World War II. Which note-taking strategy would work best?

Charting

19

What type of communication style is usually appropriate for evaluation or counseling interviews with employees?

Formal

20

Why is it often important to take notes during meetings or presentations?

This information will be needed later.

21

The primary reason customers give for not returning to a business is a lack of:

Courtesy from salespeople.

22

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?

Written.

23

The accounting department at the shoe store has not received payment from a customer. Which would be the best form of business communication to use in this situation?

Letter.

24

Terry is sending a letter to one of his most important clients about upcoming investment opportunities. He wants to make sure that he has included all of the important information that his client will need to make an investment decision. What professional characteristic is Terry concerned with?

Complete.

25

The following information appears at the end of all of Molly's outgoing emails:

Signature.

26

In order to be understood on the telephone, a business's employees should always:

Enunciate clearly.

27

To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?

Verbal.