Business Communication Quiz

What are the three main steps in writing routine requests?

• Stating, Explaining, Concluding

• Asking, Demanding, Appreciating

• Explaining, Justifying, Closing

• Stating, Explaining, Requesting

Why is stating your request upfront important in routine requests?

• To delay the request

• To capture the reader's attention

• To confuse the reader

• To hide the request

What should a courteous close in a routine request include?

• Specific request, Contact information, Criticism

• General statement, No contact information, Criticism

• Specific request, Contact information, Appreciation

• General statement, Contact information, Appreciation

What is a claim in business communication?

• A compliment

• A formal complaint

• A request for adjustment

• A suggestion

What is the AIDA model in persuasive messages?

• Approach, Implement, Develop, Achieve

• Ask, Inquire, Discuss, Agree

• Analysis, Information, Decision, Action

• Attention, Interest, Desire, Action

How can you balance emotional and logical appeals in persuasive messages?

• Use only logical appeals

• Use both emotional and logical appeals appropriately

• Avoid emotional and logical appeals

• Use only emotional appeals

What is a key element of a positive closing in a bad-news message?

• Negative statement

• Alternative follow-up

• No closure

• No good wishes

What is the indirect approach in bad-news messages?

• Buffer, Reasons, Bad news, Closing

• Direct statement, Reasons, Good news, Closing

• Buffer, Good news, Bad news, Closing

• Reasons, Bad news, Buffer, Closing

Why are thank-you notes important in business communication?

• To criticize others

• To demand more from others

• To show appreciation and maintain good relationships

• To avoid communication

What are the key goals in communicating negative news?

• Explain clearly and completely, Project a negative image, Convey indifference, Be unfair

• Explain vaguely, Project a professional image, Convey empathy and sensitivity, Be unfair

• Explain clearly and completely, Project a professional image, Convey empathy and sensitivity, Maintain friendly relations

• Explain clearly and completely, Project a professional image, Convey indifference, Maintain negative relations