Chapter 2

25. One technique that improves business writing is the use of empathy. Empathy refers to

• 1. using inclusive language to eliminate bias.

• 1. putting yourself in the receiver's shoes to adapt the message to the

     receiver's needs.

• 1. appealing to the audience by using a sender focus.

• 1. formatting documents to meet business standards.

25. Which of the following sentences best focuses on the audience?

• 25. a. We are very pleased to have you as our newest customer.
      

• 25. b. You can help us by sending us your payment immediately.
      

• 25. c. Register now to lock in your preferred travel dates.

• 0. d. All sentences are focused on the audience rather than the sender.

Debbie must inform Janice that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Debbie should use in denying Janice’s application?

• 1. I have not approved your August vacation because you applied

     too late.

• 1. We didn't receive your application early enough for the August

     vacation schedule.

• 1. Although the August vacation schedule is full, you may qualify for

     a vacation in September if you apply now.

• 1. The August vacation schedule was posted in May. You should

     have consulted it earlier.

Business messages should be conversational, professional, positive, and

• 25. a. long.

• 25. b. courteous.

• c. written from the sender's perspective.

• d. filled with many common abbreviations.

30. Create a conversational but professional tone in letters, e-mail messages, instant messages, and memos by

• 1. choosing a clear format and effective document layout.

• 1. using emoticons.

• 1. using familiar words, occasional contractions, and pronouns such as you and I.

• 1. using slang and abbreviations such as IMHO and BTW.

31. Marketing Director Kiprova will inform the board of directors that customers are not responding positively to the company's Paris Hilton ads. Which of the following is the most appropriate announcement?

• 1. Our customers are ripping on our Paris Hilton ads, even though

     we know these ads rock.

• 1. Our customers are badmouthing this awesome new marketing

     campaign; they are obviously just out of it.

• 1. At the meeting you will receive reports on recent customer

     criticism of the new Paris Hilton ads.

• 1. It has come to my attention that our customers have denigrated

     our strategic implementation of Paris Hilton's notoriety in our novel ad campaign.

Which of the following sentences demonstrates effective business writing?

• 1. Hey, Bob. Ur proposal is rad!

• 1. Your proposal demonstrates how our call center can better meet

     the needs of our customers.Your proposal demonstrates how our call center can better meet

     the needs of our customers.

• 1. FYI, i liked your proposal

• 1. Congrats on the proposal. You rock!

30. 33. Which of the following sentences demonstrates effective business writing?

• 30. a. As per your request, enclosed is our latest catalog.

• 30. b. Enclosed is our latest catalog.

• 30. c. The latest catalog is contained under separate cover.

• 30. d. Pertaining to your request, our latest catalog is enclosed.

34. 34. Which of the following sentences demonstrates conversational business writing?

• 34. a. Your return policy really ticks me off.

• 34. b. I am upset about your return policy.

• 34. c. Your return policy has provoked me to write this letter.

• 34. d. All answer choices reflect conversational business writing.

34. 35. As employees use instant messaging to conduct more business, they should send messages that are informal, conversational, and...

• 34. a. professional.

• 34. b. streamlined (e.g., using abbreviations such as ur for you are).

• 34. c. casual, including low-level language.

• 34. d. filled with slang and jargon.