Technical Writing Chapter 14 Practice Quiz

What is the goal of business?

• to spread goodwill.

• to make a profit.

• to persuade the customer.

• to make employees happy.

Tags

CCSS.RI. 9-10.8

CCSS.RI.11-12.5

CCSS.RI.11-12.8

CCSS.RI.8.8

CCSS.RI.9-10.5

Customer service is__

• not necessary for every business.

• any meeting or communication with a customer.

• the performance of activities to ensure customer satisfaction.

• persuading a customer to buy a product.

Tags

CCSS.RI.7.2

CCSS.RI.8.2

CCSS.RL.11-12.2

CCSS.RL.8.1

CCSS.RL.9-10.2

An external customer is__

• someone from outside the organization who purchases a product or service.

• someone who has not entered the business yet.

• someone who works for the same company you do.

• family members of employees.

Tags

CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.8.5

CCSS.RI.9-10.3

CCSS.RI.9-10.5

What is an internal customer?

• another employee who works for the same company

• anyone inside a business

• a mystery shopper

• a low level manager

Tags

CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RI.9-10.5

The quality of voice that describes how softly or loudly you speak is__

• tone.

• volume.

• pitch.

• enunciation.

Tags

CCSS.RL.2.6

CCSS.RL.8.3

Saying “hafta” rather than “have to” is an example of__

• good enunciation.

• poor enunciation.

• proper pronunciation.

• poor tone.

The sender and receiver may briefly restate what has been discussed in the conversation.

• summary

• greeting

• introduction

• exchange

Talking by telephone__

• is less personal than sending an e-mail message.

• is not a good way to reach most people.

• can give customers instant feedback.

• is not a popular method of business communication.

Tags

CCSS.RI.8.2

CCSS.RL.11-12.2

CCSS.RL.7.2

CCSS.RL.8.1

CCSS.RL.9-10.2

_______ is the way in which each part of a word is said.

• Tone

• Pitch

• Enunciation

• Pronunciation

Tags

CCSS.RI. 9-10.10

CCSS.RI.11-12.10

CCSS.RL.11-12.10

CCSS.RL.8.10

CCSS.RL.9-10.10

_______ is the quality of being believable or trustworthy.

• Accessibility

• Tone

• Customer service

• Credibility

Tags

CCSS.RI.11-12.8

CCSS.RI.8.7

CCSS.RI.9-10.7

CCSS.RL.11-12.8

CCSS.RL.9-10.7