Business Communication

431. When you are dissatisfied with a company's product or service, which of the following is the best option?

  1. All of the above
  2. Written claim letter
  3. Visit
  4. Phone call

Correct answer: (B)
Written claim letter

432. Which is not a good reason for using the passive voice?

  1. To point out what's been done without attributing blame
  2. To emphasize the importance of a statement
  3. To be diplomatic about pointing out a problem
  4. To avoid personal pronouns in order to create an objective tone

Correct answer: (B)
To emphasize the importance of a statement

433. Which is not one of the steps in the three-step oral presentation process?

  1. Write your speech or presentation.
  2. Overcome anxiety.
  3. Plan your speech or presentation.
  4. Complete your speech or presentation.

Correct answer: (B)
Overcome anxiety.

434. Which of the following are examples of external communication?

  1. ith competitors
  2. with customers
  3. with journalists
  4. all of the above

Correct answer: (D)
all of the above

435. Which of the following are typical of high-context cultures?

  1. Information is shared with everyone.
  2. Business and social relationships overlap.
  3. Workers do not want or expect detailed information.
  4. All of the above.

Correct answer: (D)
All of the above.

436. Which of the following categories of messages should not be written in the direct approach?

  1. Granting requests for claims and adjustments
  2. Refusing a claim for adjustment
  3. Sending goodwill messages
  4. Granting requests for information and action

Correct answer: (B)
Refusing a claim for adjustment

437. Which of the following definitions is not true?

  1. The median is the midpoint of the series of items.
  2. The mode is the number that occurs more often than any other in your sample.
  3. The median is the sum of all the items in the group divided by the number of items in the group
  4. The mean is the sum of all the items in the group divided by the number of items in the group.

Correct answer: (C)
The median is the sum of all the items in the group divided by the number of items in the group

438. Which of the following documentation styles should not be used in a formal report?

  1. Chicago Manual of Style
  2. A simple, consistent style adapted by the author of the report.
  3. American Psychological Association (APA)
  4. Modern Language Association (MLA)

Correct answer: (B)
A simple, consistent style adapted by the author of the report.

439. Which of the following elements does not belong in the close of a routine request?

  1. Information about how you can be reached
  2. An expression of appreciation or goodwill
  3. An explanation of the importance of the request
  4. A specific request

Correct answer: (C)
An explanation of the importance of the request

440. Which of the following is a communication barrier that often exists between people?

  1. Deadlines
  2. Incorrect choice of medium.
  3. Inadequate communication structures
  4. Differences in perception

Correct answer: (D)
Differences in perception

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