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Study Guide for Final Exam




1. Know the collection stages and their features: See web notes

2. Know the collection appeals: See Web Notes

3. Know the various phases of the follow-up letters: See web notes

  1. Study chapters 7, 8, 9, 10, 11, 12, 13

Part II.

  1. Mock test items with answers
  1. Passive verbs make sentences longer (T)
  2. In business communication, avoid passive sentences in every situation (F)
  3. Big word and trite phrases distract the reader and make comprehension difficult (T)
  4. The words love, beauty, and innocence are less abstract than the words kick, sniff, tickle (F)
  5. Is the following statement biased: "The business luncheon will host and event for disadvantaged Asians, Hispanics, and Caucasians."? (yes)
  6. "Government fiscal task force recommendations" is an example of a redundancy (F)
  7. A written claim letter is preferable to a phone call or visit because it documents the customer's dissatisfaction. (T)
  8. In the middle section of the direct request message, you avoid giving details of your request. (F)
  9. A good closing for a direct request would be to indicate the consequences of a failure to reply. (F)
  10. A good beginning for an order letter would be "Do you offer large discounts to companies such as ours that order quality products on a timely, consistent basis?" (F)
  11. The tone of a claim or request for adjustment is businesslike (T)
  12. Before volunteering someone's name as a reference, always ask that person's permission.(T)
  13. When writing a letter to check on a reference, you promise frankness (F)
  14. The beginning paragraph is the longest paragraph in a letter. (F)
  15. The three psychological approaches are direct, indirect, and persuasive. (T)
  16. The Aida, Aidca, Aidppa, PPPP, and DDPC formulas all use the same techniques. (F)
  17. Letters approving credit are good-news letters. (t)
  18. The two fold objective is meant to create or promote goodwill and get the desired response.
  19. In a positive message the main idea is presented t the end of the letter. (F)
  20. The buffer for a bad news message is long and drawn out so that the bad news can be put off as long as possible. (F)
  21. When presenting bad news it is important to say what the decision is before you explain why you reached that decision. (F)
  22. Sometimes the "you" attitude is best observed by using it more than once but always at least once. (F)
  23. It is always better to come right out and tell a person outright that they do not meet the job requirements if that is the truth. (F)
  24. The term AIDA refers to a computer program used to compose persuasive messages. (F)
  25. If a debtor does not respond to a reminder letter within 10 days, your next step is to sue for the money owed. (F)
  26. According to the Privacy Act of 1974, a person does not have the right to look at their personnel records. (F)
  27. The central selling point is the single point around which you build your sales message. (T)
  28. You can include too much information in a resume. (T)
  29. The purpose of a resume is to list ALL your skills and abilities. (F)
  30. An application letter is simply a recap of your resume. (F)

Possible Matching Items:

Follow-up letter styles: thank-you, inquiry, refusal acceptance

Resume and components; chronological and traditional resumes

Solicited, Unsolicited employment inquiries

Central selling point

"You" attitude

collection appeals

Persuasive appeals and formulas

Psychological approaches

News releases

Courteous close; action close

Tone, style, voice

Letters: goodwill, claim, adjustment, credit, reference

Letter format: block, modified block, AMS

Denotative and Connotative

Misplaced modifiers, abstractness, concreteness, transitions

Negativism, condescending attitude, defamation, slander

Attention-getting devices in persuasive techniques

Product study and prospect study

Corporate culture and climate

Crisis communication

Good luck on the final examination. The exam will encompass 75 true/false, multiple choice, and matching items. Read the chapters carefully and review the notes posted on this site.