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WorksheetsFBLA Business Communications Part Two
Total questions: 20
Worksheet time: 10mins
Name
Class
Date
1.
A sympathy message should
a)
express sympathy only.
b)
never use the word "death".
c)
give a calm and optimistic look toward the future.
d)
never state the deceased person's name.
2.
The two types of invitations that you may be called upon to create for business purposes are
a)
social and formal
b)
formal and informal
c)
semi-formal and formal
d)
informal and semi-formal
3.
Which of the following expressions should be avoided in a letter refusing an adjustment?
a)
Thank you for...
b)
You claim that...
c)
We can offer...
d)
Please return the...
4.
Sometimes you can take the sting out of a refusal letter by
a)
sending a free pamphlet
b)
offering a helpful suggestion
c)
sending a price list
d)
sending a copy of the refusal letter to the president of your company.
5.
The purpose for letters denying adjustments are to say no and
a)
sell a different product.
b)
keep or rebuild the customer's goodwill.
c)
convince the customer that they made a mistake.
d)
give a good reason for the problem.
6.
When granting a full adjustment to a customer, begin te letter with
a)
an expression of appreciation for the reader's request for adjustment.
b)
an explanation of the effort you are making to prevent a repetition of the error.
c)
the news that the full adjustment is being granted
d)
a buffer paragraph with neutral information.
7.
Which of the following shippers can use a P.O. Box as the ship-to address?
a)
FedEx
b)
Airborne
c)
United States Postal Service (USPS)
d)
United Parcel Service (UPS)
8.
The item that is NOT an objective of a good collection letter is
a)
to get the money owed
b)
to explain the credit terms
c)
to keep the customer for future business
9.
People write letters to a newspaper editor to
a)
share a view or express a concern
b)
get their opinions to a newspaper's staff
c)
get an invitation to visit the editor
d)
get information about a topic of concern
10.
Which statement is the best way to explain that, even though you must refuse to extend credit now, you will consider another application for credit later?
a)
We look forward to the time when it will be possible for you to undertake credit purchases comfortably.
b)
Even though we have refused your credit application at this time it doesn't mean we won't change our attitude in the future.
c)
As you probably now realize, your decision to apply for credit wiht us was not well timed. We invite you to apply again.
d)
We cannot give your credit due to your poor decisions recently, if you improve soon please apply again.
11.
Which of the following expressions is negative and should be avoided?
a)
Thank you for giving us...
b)
You misunderstood...
c)
We are happy to...
d)
An explanation to you is in order...
12.
The price of the item you are selling should be discussed
a)
in the closing paragraph of a business letter
b)
at the best psychological moment to make the product sound worth the cost
c)
near the beginning of the letter so that the customer will consider the article a bargain.
d)
as the central selling point of the sales message.
13.
A letter attempting to get the reader to spend time or money, or to go to some trouble to help the writer, would use
a)
the direct approach
b)
the indirect approach
c)
the persuasive approach
d)
none of these choices.
14.
The purpose of letters that follow-up aftera customer has purchased a product or service is
a)
build goodwill.
b)
show the organization's interest in the customer.
c)
demonstrate a desire to continue serving the customer.
d)
all of these choices
15.
Internal communications consist of
a)
brief, informal messages
b)
long reserved reports
c)
abstracts for the web page
d)
faxed messages
16.
A person who contacts a business and inquires about a product or service is probably a
a)
sales representative
b)
prospective customer
c)
person who will take advantage of the information
d)
competitor
17.
A letter requesting an adjustment should be sent
a)
at least 30 days after the problem is discovered.
b)
at least 60 days after the problem is discovered.
c)
at least 90 days after the problem is discovered.
d)
promptly after you discover the problem.
18.
When writing a letter requesting an adjustment, you should
a)
ask your reader what he or she plans to do about the mistake.
b)
question your reader's honesty.
c)
ask your reader for a specific adjustment.
d)
show your anger and disgust with your word choice.
19.
Which of these is not a description of a goodwill letter?
a)
sincere
b)
friendly
c)
forced or stiff
d)
natural
20.
Writing a letter to the editor becomes an obligation when
a)
an article published is misleading or untrue.
b)
you want your organization to recieve publicity.
c)
you wish to suggest a viewpoint or give information
d)
you are angry about an article in the newspaper.
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