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Multiple Choice Quiz
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1
Which of the following messages form a bulk of all business communication?
A)Routine messages that solve everyday business problems
B)Communication with major suppliers and competitors that forges major business deals
C)Crisis communication that assures stakeholders that their interests are important to a business.
D)Bad-news messages
E)Persuasive messages
2
Which of the following does the order used to develop a message depend on?
A)A reader's probable reaction to the message
B)The number of recipients of a message
C)The length of a message
D)The format of a message (e.g., letter, memo, email, report)
E)A company's preferred style for communicating its messages
3
Which of the following is a good practice in ending good-news or neutral messages?
A)Such messages should end with the reiteration of the objective.
B)A goodwill statement that is related to the main message should close such messages.
C)General phrases such as "Thank you" or "Please feel free to contact me" should be used.
D)Tailoring the closing to suit your reader is time consuming and is best avoided.
E)A friendly comment will give your message a casual outlook and should be avoided.
4
Which of the following does a routine inquiry usually open with?
A)A direct question
B)An order acknowledgment
C)A claim
D)A claim settlement
E)An expression of thanksgiving
5
Which of the following is contained in the body of a routine inquiry message?
A)A list of the specific information that you are seeking
B)An expression of goodwill
C)An acknowledgment of previously received messages
D)Any relevant promotional or extra material
E)An expression of thanks and deadlines
6
Which of the following is the first step in beginning a favorable response? 
A)Logically arranging the answer
B)Beginning with the answer
C)Identifying the message being answered
D)Handling the negatives
E)Considering extras
7
Which of the following is true of most acknowledgements?
A)Most acknowledgements are routine and hence can be dealt with direct messages.
B)Acknowledgements have to be sent out to every message that is received.
C)Computer-generated acknowledgements are mandatory in all companies.
D)Individually written acknowledgements are not justified.
E)The primary goal of most acknowledgements is to build goodwill.
8
Which of the following is a reason for most claim messages to be written using the indirect approach?
A)Most claims are about routine circumstances.
B)Most claims involve unhappy news.
C)Most claims are likely to be granted.
D)Most claims are addressed to members within an organization.
E)Most claims are addressed to members outside an organization.
9
When you grant an adjustment:
A)the situation is an unhappy one for the customer.
B)you must overcome negative impressions caused by the experience.
C)a message written in the indirect order is appropriate.
D)you must begin with a reference to the complaint.
E)you should consider using negative words.
10
The documents at the bottom of the formality range in internal communication messages typically resemble _____.
A)casual conversation
B)formal conversation
C)moderately formal conversation
D)business documents
E)company policies





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