Question 1 What is the first thing you should do before making a

business telephone call?

a.Prepare an appropriate opening.
b.Write down the ideas you want to discuss so that you don't forget them.
c.Ask yourself if the phone call is necessary.
d.Decide what you're going to say after the receiver answers.

Question 2 Which of the following is the best advice to follow when

dealing with conflict in a team?
a.Avoid conflict completely and let the chips fall where they may.
b.Do not allow team members to speak their minds because too many ideas
could prevent the group from reaching its goal.
c.Look for areas of mutual agreement.
d.To promote individuality, focus on the person rather than the task.
Question 3 Elisha has just started a new job and must use a cell phone
to communicate with coworkers and customers. What advice should she
follow to demonstrate professional cell phone use?

a.Select a unique ringtone such as the music and lyrics to her favorite song so
that she can recognize when her phone is ringing.
b.Screen incoming calls if she is busy.
c.Speak louder so that her receiver can hear her and her ideas.
d.Talk openly and freely on her cell phone in any location and at any time.
Question 4Which of the following statements about meetings
is most accurate?
a.As businesses become more team-oriented, people are attending more
meetings than ever.
b.Only top-level business executives must attend meetings.
c.Because of e-mail and wireless devices, meetings are no longer needed in the
business world.
d.To increase employee productivity, meetings should never be held.
Question 5 Jeff will be leading a virtual team meeting. What
should he do to make certain that the meeting runs smoothly and
professionally?

a.Ensure that the technology is working for all participants before the meeting
starts.
b.Discourage any chitchat among team members before or after the meeting.
c.Send text messages and check his e-mail during the meeting.
d.Set the meeting time using Eastern Standard Time (EST).
Question 6 Stephen is starting a new job and wants to
demonstrate that he is a professional employee. What advice
should he follow?
a.Avoid compromising with others.
b.Exercise self-control and keep personal opinions of people private.
c.Show up a few minutes late every so often to show that he isn't an
overzealous employee.
d.Never apologize for errors or misunderstandings because doing so calls
attention to them.
Question 7
In what phase of team development do members select
alternatives, analyze effects, implement their plan, and manage their
project?

a.Storming
b.Performing
c.Norming
d.Forming

Question 8 The most successful workplace teams

a. avoid conflict.
b.work independently.
c.agree on a purpose and procedures.
d.are homogeneous.
Question 9
Which of the following statements about workplace teams
is most accurate?

a.Team members who are involved in the decision-making process show less
resistance to change.
b.Teams tend to respond more slowly to competition or problem solving.
c.Individuals tend to make better decisions than teams.
d.Because conflict often results, teams tend to have decreased productivity.
Question 10Which of the following statements about
professionalism in the workplace is most accurate?

a.You exhibit professional behavior only through nonverbal actions such as

dressing appropriately or maintaining eye contact with others.
b.Unprofessional behavior affects only the individual who displays it.
c.Employees need to exhibit professional behavior only when working at their
desks.
d.More organizations are establishing procedures or policies to encourage
professionalism.
Question 11An awareness of courtesy and etiquette
a.is needed for only high-level business executives.
b.will ensure one's popularity in an office setting.
c.can improve an individual's chances of being hired and promoted.
d.is not important to hiring managers.

Question 12 Which of the following would have a negative

impact on a group?

a.Setting rules and abiding by them

b.Encouraging members to partcipate
c.Failing to stay on task
d.Analyzing tasks and defining problems

Question 13 Which of the following statements about the power

of the human voice is most accurate?
a.All answer choices are accurate statements about the human voice.
b.The voice sends only verbal messages to receivers.
c.Individuals can learn to change their voice to make it more effective and
powerful.
d.No correlation exists between the voice and perceived authority and trust.

Question 14 To use your voice effectively,

a.speak in a relaxed, controlled, well-pitched voice at about 125 words per

minute.
b.overemphasize all words to guarantee audience understanding.
c.keep the same volume and rate while speaking.
d.avoid listening to educated individuals to retain your speaking uniqueness.

Question 15 What is the ideal number of participants for most

groups?
a.There is no "ideal" number; more is always better.
b.Ten
c.Two
d.Four to five

Question 16Leticia has called a client and received his voice

mail. What is the best advice you can give Leticia for leaving a
message?
a.Hang up and call back later; her client won't want to be bothered with having
to listen to a message.
b.Leave a complete message, including confidential details about the project
Leticia is working on, to make her message as useful as possible.
c.Smile when leaving her message to add warmth to her voice.
d.Speak as quickly as possible to make her message more concise.

Question 17 In what phase of team development do teams

select members, become acquainted, build trust, and form a
collaborative culture?

a.Performing
b.Forming
c.Norming
d.Storming

Question 18 Which of the following statements about phones

and phone usage in today's businesses is most accurate?

a.Phones are not an important communication tool in today's business offices.

b.The telephone has been replaced by e-mail as the No. 1 communication
channel.
c.Effective business communicators know how to use phones productively,
efficiently, and professionally.
d.Today's offices do not come equipped with phones.

Question 19 Which of the following statements about face-to-

face communication is most accurate?

a.Face-to-face communication increases the likelihood of misunderstandings.

b.Face-to-face communication is the least rich communication channel.
c.Face-to-face interaction is the most effective of all communication channels.
d.Face-to-face conversations reduce cooperation and limit problem solving
during conflict.

Question 20 Companies use virtual meetings to

a.All answer choices provide reasons companies use virtual meetings.
b.reduce employee fatigue.
c.save travel costs.
d.connect dispersed participants.
Question 21 Which of the following statements about the end of
a meeting is most accurate?
a.A meeting should end only when participants have discussed all agenda items.
b.The leader should remind participants that they are responsible for taking
their own minutes.
c.The leader should provide a summary of accomplishments and a review of
action items.
d.Participants should pass their assigned tasks on to someone who did not
attend.

Question 22 Which of the following statements about teams in

today's business is most accurate?
a.Effective soft skills are not necessary when collaborating in teams.
b.Today's teams collaborate only face-to-face.
c.Teams can be effective in solving problems and in developing new products.
d.Teams are rarely used in today's business environment.

Question 23 Which of the following statement best provides

constructive criticism?

a.You need to produce work that meets this company's standards.

b.Producing inferior work often causes this company to lose time and money.
c.You seem to think that you can submit any kind of work and that it doesn't
matter.
d.Your work is often shoddy.

Question 24 What is your first task before holding a meeting?

a.Determining your purpose

b.Deciding how and where to meet
c.Inviting participants
d.Preparing an agenda

Question 25 Which statement about professionalism

is most accurate?

a.Professionalism refers to those behaviors exhibited only to customers.

b.Professionalism is important only in large companies.
c.Professionalism describes desirable workplace behavior.
d.Professionalism emphasizes hard skills or technical knowledge desired by
employers.
Question 26Which of the following demonstrates
the best example when answering a telephone call?

a.Thanks for calling Precision Integrations. This is Beth Dittmer. How may I help
you today?
b.Hello. What can I do for you?
c.This is Beth. May I help you?
d.Precision Integrations. What's on your mind?

Question 27 Which of the following is the best advice to follow

when placing a business phone call?

a.Realize that the responsibility for ending a call lies with the caller.
b.Use professional vocabulary and courteous language.
c.All answer choices are good tips to follow when placing business phone calls.
d.In the introduction of the phone call, name the person you are calling, identify
yourself and your affiliation, and give a brief explanation of your reason for
calling.

Question 28 When the purpose of your meeting is to solve an

intense problem, what is the recommended number of meeting
participants?

a.Five or fewer
b.Thirty or fewer
c.An unlimited number of participants
d.Ten or fewer

Question 29 Which of the following is the best example of a

response when answering calls for others?

a.We're not really sure where Annette is right now, but she'll return your call
immediately whenever she gets back.
b.Annette has run down to the ladies' room for a few minutes, but she should be
back soon.
c.Annette is away from her desk, but I will give her your message when she
returns.
d.Annette is currently participating in an important budget meeting with our
board of directors.
Jue understands that soft skills and professional polish will ensure her long-term
success on the job. Which of the following is nota soft skill?
Question 30 Shawn needs to record his outgoing message on
his voice mail system. Which of the following outgoing messages
is mostprofessional?

a.This is Shawn. I'm not available right now. But if you leave a message, I
promise to call you back. Be sure to include your name, phone number, and the
best time to return your call.
b.Hi! I'm sorry I missed your call. Please leave a brief message after the tone.
c.Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting. I am
currently away from my phone but will return by 2 p.m. Please call back then.
Thank you for calling.
d.Your call is important to me. Please leave your name and number so that I can
return your call promptly.

Question 31 Which of the following is the best practice for a

group when it begins a meeting?
a.Establish ground rules.
b.Wait until all participants arrive.
c.Give a quick recap to anyone who arrives late.
d.Start voting on items prior to holding any discussion.

Question 32 Which of the following is the best advice to follow

when receiving telephone calls for others?

a.Identify your colleague's whereabouts if you are answering his or her phone.
b.Guarantee the caller that your colleague will return the call within a few hours.
c.Verify telephone numbers and spelling of names when taking messages.
d.Find your coworker immediately and report that he or she has an incoming
call.

Question 33 Which of the following statements about

professionalism is most accurate?

a.No correlation exists between professional behavior and workplace success.

b.Demonstrating etiquette is important in the office and online.
c.Employees must demonstrate professional behavior only when communicating
face-to-face with others.
d.Professionalism is important for employees in only Fortune 500 companies.

Question 34 Which of the following is the best advice regarding

workplace conversation?
a.To personalize your conversations, always use first names when addressing
supervisors, customers, and coworkers.
b.Be courteous and attentive when conversing with managers, colleagues,
subordinates, and customers.
c.To demonstrate that you are human, feel free to complain about your
colleagues, friends, and job when you need to vent.
d.Bring up controversial topics such as politics or religion as often as possible to
show your intelligence.

Question 35 How do recruiters and employers view the

importance of professional behavior in the workplace?
a.Professionalism and soft skills are important only in service-oriented fields.
b.Good manners and a businesslike, professional demeanor are among the top
skills recruiters seek in applicants.
c.Although recruiters are impressed with applicants who speak and write well, a
candidate's technical expertise is all that matters.
d.Team, communication, and people skills are low priorities for most recruiters
and employers.

Question 36 Which of the following should be included in the

minutes of a meeting?

a.Action items
b.Date and time of meeting
c.Participants' names
d.All answer choices are items that should be included in the minutes of a
meeting.

Question 37 Which of the following would probably best help a

group achieve its goal?

a.Active listening skills

b.Competition
c.Individual leadership
d.Emphasis on individualism

Question 38 Professional behavior is comprised of six

dimensions, including courtesy and respect, appearance and
appeal, tolerance and tact, honesty and ethics, reliability and
diligence, and
a.soft and hard skills.
b.education and training.
c.self-actualization and self-control.
d.sharing and collegiality.

Question 39
Saying words correctly and clearly with the
accepted sounds and accented syllables reflects

a.pitch.
b.proper pronunciation.
c.vocal quality.
d.rate.
Question 40 The best definition of uptalk is

a.a flat or monotonous delivery.

b.a rising inflection at the end of a sentence that makes statements sound like
questions.
c.self-gratifying comments to make you appear better than others.
d.an unnaturally quick speaking pattern.
Question 41 Jue understands that soft skills and professional
polish will ensure her long-term success on the job. Which of the
following is nota soft skill?

a.An eagerness to learn

b.A grasp of workplace etiquette
c.The ability to work effectively as part of a team
d.Proficiency in using a variety of computer software packages

Question 42 Richard wants to prove that he is diligent and

reliable. What is the best advice you can give him?

a.Avoid apologizing for any errors.

b.Put all focus on his job and avoid volunteering his services to a worthy
community or charity group.
c.Honor his commitments and keep promises.
d.Avoid any interaction with coworkers so that he stays focused on his job.
Question 43 What term describes groups of people who
collaborate with one another to accomplish a shared task across
space, time, and organizational boundaries using technology?
a.Virtual teams
b.Blogs
c.Team players
d.Social networking

Question 44 You are in a meeting receiving your performance

review and are surprised that your supervisor has offered you many
suggestions for improvement. How should you react to the
criticism?
a.Interrupt your supervisor frequently to comment on his or her suggestions so
that you don't miss giving feedback on anything.
b.Try to deflect blame for anything negative said to others in your department.
c.Ask for clarification of comments when necessary.
d.To avoid any type of confrontation with your supervisor, agree with all
comments made.

Question 45 You recently chaired a team implementing new

federal confidentiality requirements. After implementation, you
must evaluate each team member's performance. Which of the
following suggestions about giving constructive criticism
is not accurate?

a.To show more compassion, be as vague as possible.

b.Ask the team members for feedback.
c.Discuss the behavior, not the person.
d.Use language that focuses on improvement instead of problems.

Question 46 How should a group leader keep a meeting

progressing effectively?

a.Summarize only at the end of the meeting.

b.Discourage members who monopolize the discussion.
c.Engage in most of the talking to ensure that the meeting ends on time.
d.Allow group members to digress on a topic because other topics may be
beneficial to explore.
Clear my choice

Question 47 The benefits of voice mail include eliminating

unnecessary chit chat, telephone tag, inaccurate messages, and
a.the necessity of a cordial, friendly greeting.
b.time zone barriers.
c.prompt responses.
d.the need for written messages.

Question 48 A meeting agenda should include the date and

place of the meeting, start and end times, a brief description of
each topic with its time allotment, and

a.an explanation of the leader's position on each of the agenda topics.

b.All answer choices should be included on a meeting agenda.
c.a refreshment list.
d.any premeeting preparation expected of participants.

Question 49 A synonym for professionalism is

a.hard skills.
b.diversity.
c.business etiquette.
d.social acceptance.

Question 50 Which of the following statements about workplace

criticism is most accurate?

a.When receiving criticism, individuals should focus on their feelings rather than
on the content of the criticism.
b.Giving and receiving criticism is a normal occurrence in the business world.
c.Most individuals like to give and receive criticism.
d.In today's workplace, only managers must give criticism.

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

a.We are very pleased to have you as our newest customer.
b.All sentences are focused on the audience rather than the sender.
c.Register now to lock in your preferred travel dates.
d.You can help us by sending us your payment immediately.
2. Profiling the audience for a business message helps the writer
a. identify the appropriate tone, language, and channel.
b. select slang the audience will recognize and appreciate.
c.guarantee that the audience will respond positively to the message.
d.create a perfect first draft.
3. Which of the following demonstrates effective business writing?
a. A salesman must meet monthly sales quotas.
b. The female attorney graduated from Yale.
c.The office personnel will assist you with your forms.
d.All executives and their wives will attend the Reno conference.
4. Michael usually holds team meetings on Tuesday mornings, but he
needs to reschedule next week's meeting to Wednesday morning. To
tell team members of the date change for the next meeting, Michael
should
a.write a short team report.
b.meet in person with each team member.
c.call a team meeting.
d.send an e-mail.
5. In the final phase of the writing process, check the message for
clarity and readability, proofread for errors, and
a.forward the document to the publishing department.
b.solve the problem.
c.assess the cost of the selected delivery channel.
d.evaluate for effectiveness.
6. Which of the following sentences about jargon is most accurate?

a.Effective business communicators know to include some jargon within any

message to demonstrate their intelligence and command of the English
language.
b.Jargon should never be used in business writing.
c. Jargon is generally understood by both insiders and outsiders within a field.
d. Jargon should be used only when the audience will understand it.
7. You are selecting a channel for sending your message. Which of the
following is not a factor to consider when making this decision?

a.Confidentiality and sensitivity of the message

b.Cost of the channel
c.Amount and speed of feedback and interactivity required
d.Your competitors' channel use
8. Which of the following demonstrates effective business writing?

a.You should credit my account.

b.I'm ticked! Credit my account now!
c.Will you please credit my account for $125 due to the computer error on May
1.
d.Please get it right and credit my account for $125.
9. According to writing experts, approximately what percentage of time
should you spend on the prewriting phase of a business message?
a.5 percent
b.50 percent
c.25 percent
d.90 percent
10. When selecting a communication channel, you should follow two
tips: use richer media for persuasive or personal communications, and
a.use the richest media available.
b.never use digital media such as instant or text messaging on the job.
c.consider what media is the easiest for you to use.
d.select the cheapest channel to reduce costs.
11. Business writing should be economical. In this
context economical can best be defined as
a.presenting ideas clearly and concisely.
b.concentrating on the receiver's perspective instead of your own.
c.solving problems and conveying information.
d.getting your audience to believe and accept your message.
12. Which of the following represents the best business writing?

a.You will never be sorry that you opened a checking account with our bank.
b.We regret that we are unable to accept you as a credit customer at this time.
c.You can return all resalable merchandise for a store credit.
d.We cannot accept the returned merchandise because it is not resalable.
13. Before Melissa organizes and composes her message, she should
ask two questions: (1) Why am I sending this message? and (2)
a.Why did my boss give this task to me?
b.What do I hope to achieve with this message?
c.Do I have enough time and financial resources to complete the work?
d.How can I get this message written as quickly as possible?
14. Which of the following is most acceptable for business writing?

a.Sheila will examine the job proposal carefully.

b.Please think about the new insurance option.
c.Caltrek experienced a change in profits during the last fiscal year.
d.Retailers can expect to pay higher amounts for their goods and services.
15. Courteous business messages
a.often turn demands into rhetorical questions.
b.avoid using words that sound demanding or preachy.
c.avoid hostility or anger.
d.All answer choices are correct
16. Lindsay is writing a property description for a new real estate
brochure. To make her brochure more effective, Lindsay should
anticipate her audience. This means she
a.concentrates on the price and value of the property.
b.identifies the property's outstanding traits and describes them clearly.
c.considers what the readers are like and how they will react to the message.
d.writes using familiar words and a friendly, informal tone.
17. Communication is defined as "the transmission of information and meaning from one
individual or group to another." The crucial element of this definition is

a.meaning.
b.information.
c.individual.
d.transmission.
18. Human Resources Manager Claire Siu must inform Anthony that
company job changes will require him to seek retraining or lose his
position. The best channel for Ms. Siu to deliver this message is

a.a voice mail message.

b.an e-mail message.
c.a face-to-face conversation.
d.an instant message.
19. Which of the following communication channels is considered the
richest medium?
a.Blog posting
b.Written proposal
c.E-mail message
d.Face-to-face conversation
20. Jorge must inform Samantha 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 Jorge should use in
denying Samantha's application?

a.We didn't receive your application early enough for the August vacation
schedule.
b.I have not approved your August vacation because you applied too late.
c.The August vacation schedule was posted in May. You should have consulted
it earlier.
d.Although the August vacation schedule is full, you may qualify for a vacation
in September if you apply now.
21. A communication channel
a.includes only digital means for transmitting messages.
b.should be selected before idea formation.
c.is the medium over which the message travels.
d.is anything that interrupts the transmission of a message.
22. Converting ideas into words or gestures to convey meaning is called
a.encoding.
b.feedback.
c.nonverbal communication.
d.decoding.
23. One technique that improves business writing is the use of
empathy. Empathy refers to
a.formatting documents to meet business standards.
b.using inclusive language to eliminate bias.
c.putting yourself in the receiver's shoes to adapt the message to the receiver's
needs.
d.appealing to the audience by using a sender focus.
24. Experts say that writers should spend the most time in the ____
stage of the writing process.

a.drafting
b.revising
c.thinking
d.prewriting
25. Business messages should use positive language rather than
negative language. Positive language

a.conveys less information than negative language.

b.grants the reader all requests or demands.
c.has no effect on the tone of a message.
d.tells what is and what can be done.
26. Business writers who use words such as interrogate, remuneration,
and terminate are using language many readers would consider

a.jargon.
b.conversational.
c.unfamiliar.
d.slang.
27. The process of translating a message from its symbol form into
meaning is called
a.encoding.
b.decoding.
c.noise.
d.feedback.
28. Feedback
a.includes only those verbal responses from the receiver.
b.is the process of converting an idea that will convey meaning.
c.includes both the verbal and nonverbal responses from the receiver.
d.is not an important part of the communication process.
29. The primary purpose of business writing is typically to inform or
persuade; a common secondary purpose is to

a.promote goodwill.
b.comply with governmental regulations.
c.create written documentation.
d.avoid lawsuits.
30. Communication is successful only when
a.the receiver understands an idea as the sender intended it.
b.no noise occurs during the communication process.
c.verbal and nonverbal feedback have been sent to the receiver.
d.verbal feedback has been sent to the receiver.
31. Business writing should be purposeful. In this context purposeful can
best be defined as
a.concentrating on the receiver's perspective instead of your own.
b.getting your audience to believe and accept your message.
c.presenting ideas clearly and concisely.
d.solving problems and conveying information.
32. Communication noise
a.includes only environmentally produced sounds that prevent the message
from being transmitted.
b.occurs only with the sender in the communication process.
c.describes the medium over which the message travels.
d.is anything that interrupts the transmission of a message.
33. Adaptation is the process of
a.proofreading and editing a written message.
b.impressing your audience with high-level diction and long sentences.
c.creating a message that suits the audience.
d.sending feedback to the sender of a message.
34. Which of the following sentences demonstrates effective business
writing?

a.Your proposal demonstrates how our call center can better meet the needs of
our customers.
b.Congrats on the proposal. You rock!
c.FYI, i liked your proposal :).
d.Hey, Bob. Ur proposal is rad!
35. During the second phase of the writing process, you conduct
research,
a.organize ideas, and compose the message.
b.evaluate message effectiveness, and revise as needed.
c.anticipate audience reaction, and adapt the message.
d.clarify the audience demographics, and edit word choices.
36. The first phase of the writing process involves analyzing the
audience and your purpose for writing, anticipating your audience's
reaction to your message, and

a.investigating background information.

b.composing your message.
c.adapting your message to the audience.
d.looking for previous company documents on the topic.
37. One of the best ways to develop audience benefits is to use the
"you" view, which

a.dictates that all sentences be written as commands.

b.means that all messages are written in the active voice.
c.emphasizes second-person pronouns instead of first-person pronouns.
d.uses slang and abbreviations to personalize the message.
38. The communication process begins when the sender
a.has an idea.
b.encodes an idea into a message.
c.determines the appropriate communication channel.
d.plans for feedback.
39. When preparing a business message, you should make your writing
audience oriented. Audience oriented means you should
a.concentrate on looking at the problem from the receiver's perspective.
b.attempt to get your audience to believe and accept your message.
c.write to solve a problem or convey information.
d.present ideas clearly but concisely.
40. Business writing should be all of the following except
a.sender oriented.
b.economical.
c.purposeful.
d.audience oriented.
41. Empathic writers
a.use more first-person pronouns than second-person pronouns in their
messages.
b.think about their needs before the receiver's needs.
c.try to give something to the receiver.
d.All answer choices reflect techniques used by empathic writers.
42. Adapting your message to the audience involves
a.thinking of the right words and tone to use in your message.
b.rewriting your message several times to ensure it is clear.
c.selecting the best research to incorporate within the message.
d.conducting a thorough audience analysis.
43. Which of the following sentences demonstrates effective business
writing?

a.Enclosed is our latest catalog.

b.Pertaining to your request, our latest catalog is enclosed.
c.The latest catalog is contained under separate cover.
d.As per your request, enclosed is our latest catalog.
44. Marketing Director Schultz must inform the board of directors that
customers are not responding positively to the company's new
advertising campaign. Which of the following sentences would be
the most appropriate wording for the marketing director to use in her
message to the board of directors?
a.Our customers are ripping on our new ads, even though we know these ads
rock!
b.Our customers are badmouthing this awesome new marketing campaign; they
are obviously just out of it.
c.We have received reports from customers about our new ads.
d.It has come to my attention that our customers have denigrated the strategic
implementation of our new ad campaign.
45. Which of the following is most acceptable for business writing?

a.Every physician must carry his own malpractice insurance.

b.Every physician must carry their own malpractice insurance.
c.Every physician must carry his or her own malpractice insurance.
d.All physicians must carry their own malpractice insurance.
46. Which statement about the communication process
is most accurate?
a.Feedback helps the sender know that the message was received and
understood.
b.Because the meanings of words are the same among people, participants in
the communication process need not worry about their word selection or usage.
c.Only senders are affected by their mood, frame of reference, background, or
culture.
d.The use of digital networks as a means to transmit messages is declining in
today's workplace.
47. Which of the following is not an element of the communication
process?

a.Selecting a communication channel

b.Displaying empathy
c.Forming an idea
d.Providing feedback
48. Travis must determine the appropriate channel for an important
business message. In this context channel refers to the
a.individuals who will receive the message.
b.medium through which the message is sent.
c.degree of formality required.
d.tone and approach needed to accomplish his purpose.
49. Which of the following sentences demonstrates conversational
business writing?
a.Your return policy has provoked me to write this letter.
b.Your return policy really ticks me off.
c.I am upset about your return policy.
d.All answer choices reflect conversational business writing.
50. Which of the following demonstrates effective business writing?
a.A record number of Japanese investors are purchasing real estate in the
United States.
b.An Asian CEO was the keynote speaker.
c.An African-American man was the next customer.
d.Mr. Hernandez, a Mexican, is my boss.