BCPP6e_TB_Ch08 - Chapter 8-Positive Letters and Messages...

Info iconThis preview shows pages 1–3. Sign up to view the full content.

View Full Document Right Arrow Icon
Chapter 8—Positive Letters and Messages DIFFICULTY (DIF) TYPE OTHER CODES 5 = Most difficult Ap: Application question ANS: Answer 3 = Average difficulty Con: Conceptual question REF: Page Reference 1 = Least difficult Def: Definition OBJ: Chapter Objective NOT: Note (feedback/explanations) AAC: AACSB Competencies MULTIPLE CHOICE 1. Letters are a primary channel of communication for delivering messages a. inside an organization. b. outside an organization. c. inside and outside an organization. d. that need to reach the recipient immediately. ANS: B DIF: 3 REF: p. 201 OBJ: 8-1 TYPE: Con TOP: Understanding the Power of Business Letters and the Process of Writing NOT A-D: Letters are a primary channel of communication for delivering messages outside an organization. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion 2. A company’s most important letters are written to a. the government. b. customers. c. other businesses. d. suppliers. ANS: B DIF: 3 REF: p. 201 OBJ: 8-1 TYPE: Con TOP: Understanding the Power of Business Letters and the Process of Writing NOT A-D: Letters to customers are the most important because these messages encourage product feedback, project a favorable image of the company, and promote future business. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Communication; Tier 2—Audience 3. For which of the following situations would a letter be more appropriate than an e-mail message? a. Requesting information about a product b. Replying to a customer’s e-mail asking about available shipping methods c. Thanking your boss for a birthday gift she gave you d. Telling all employees how to purchase parking permits ANS: C DIF: 5 REF: p. 202 OBJ: 8-1 TYPE: Ap TOP: Understanding the Power of Business Letters and the Process of Writing NOT: a. An e-mail message would be more appropriate for requesting information about a product. b. An e-mail message would be more appropriate to reply to a customer who asked questions 217
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
218 UNIT 3 Business Correspondence via e-mail about available shipping methods. c. A letter would be more appropriate for thanking your boss for a birthday gift because formality is needed. d. An e-mail message would be more appropriate for telling all employees how to purchase parking permits. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Receiver reactions, Consequences AAC: Tier 1—Communication; Tier 2—Patterns, Audience 4. Business letters are preferred over e-mail messages when a. a permanent record is required. b. confidentiality is paramount. c. formality and sensitivity are essential. d. all of the above occur. ANS: D DIF: 3 REF: p. 202 OBJ: 8-1 TYPE: Ap TOP: Understanding the Power of Business Letters and the Process of Writing NOT A-D: A business letter should be sent instead of an e-mail message when any of these are required: a permanent record, confidentiality, formality, or sensitivity. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Receiver reactions, Consequences
Background image of page 2
Image of page 3
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 04/01/2012 for the course MGT 286 taught by Professor Mike during the Spring '05 term at Abant İzzet Baysal University.

Page1 / 35

BCPP6e_TB_Ch08 - Chapter 8-Positive Letters and Messages...

This preview shows document pages 1 - 3. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online