The test has 100 questions, all of which are Multiple Choice. You will choose the ONE BEST answer on the bubble answer sheet.
Content areas for study, Chapters 1-4:
Purposes of communication
The communication process model
Channels of communication
Encoding, interference, interception, poor decoding
Cultural space requirements
Cultural concepts of time
Team communication levels
Roles of individuals in meetings
McGregor’s Theory Y
Disseminating bad news
Upward communication, vertical communication
Empathy in business writing
Receiver-focused business writing
Sensitivity to bias
Condescending, euphemisms, dysphemisms, connotative (words)
Communicating about disabilities
Communicating negative ideas
Outlining a letter
Enumerated lists in documents
Parallel construction, subject-verb agreement, gerund use, gender-biased language Writing specific messages
Objective and effective messages
Opening sentence for a response to a request for information Improvements in sentences
Eliminating unnecessary words
Writing-analysis software programs
Computer’s spell check feature
A business-person’s vocabulary
Content areas for study, Chapters 5-8:
1. Advantage of the deductive pattern in good-news or routine letters.
2. Which is the most appropriate beginning for a routine claim letter?
3. Which of the following is the best opening sentence for a favorable response to a claim letter?
4. In a letter responding to a claim letter, the first sentence is "Your racket was restrung and returned today." The final sentence of that letter is "For swimming, golfing, and skiing equipment, see the attached folder." The final sentence is an example of
5. In a letter that approves an adjustment, which would be the most appropriate ending?
6. Which of the following is the most effective statement of apology?
7. Your manager asked you to write a letter responding to a German company's request for information. What guidelines should you keep in mind as you write?
8. Eric received a letter from Seiji, a Japanese business associate, who stated that he would be able to deliver products at a very competitive price by a stated deadline. However, the deadline has passed, and Eric is still waiting for the products. How should Eric react?
9. Which of the following statement is true concerning cultural communication styles?
10. The decision of whether to use inductive or deductive order in a business message is based on
11. Your objective in writing a bad-news message is best stated by which of the following?
12. In the inductive pattern of bad-news messages, the letter or memo should start with
13. If bad news appears in the first sentence of a letter
14. Which of the following is the best reply to a request for a favor?
15. Amanda is a marketing manager who has been asked by a professor to speak to her class about careers in marketing. However, since she is in the middle of a major product launch, her schedule is extremely busy, and she must refuse his request. What would be a satisfactory end to her letter?
16. Melanie is responding to a request for a claim. Which of the following is NOT recommended for a letter refusing to grant a claim?
17. Samantha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the best way for Samantha to begin a letter saying the company does not sell directly to end users?