Business Communications Final Exam
Questions With Answers
What are the three parts of the 3x3 writing process?
Prewriting, Writing, and Revising.
What steps are involved in the Prewriting process?
Analyze, Anticipate, and Adapt.
What steps are involved in the Writing process?
Research, Organize, and Compose.
What steps are involved in the Revising process?
Revise, proofread, and evaluate.
When you need information from a team member in another office what is the appropriate form of
communication?
E-mail.
If you must explain to employees a new procedure for ordering supplies you would probably write
what?
An interoffice memo.
When you respond to a customer asking about your product you would most likely prepare what?
A letter.
When are printed hard-copy memos necessary?
Important internal messages that require a permanent record or formality.
Organizations use memos for what purposes?
To deliver instructions, official polices, short reports, long internal documents, and important
announcements.
Business letters are necessary when?
A permanent record is needed, confidentiality, formality. Ex. Company entering into a contract with
another company.
How is a business letter formatted?
Use left justification. Single-space the body and double-space between paragraphs. Sign the letter.
Colon after salutation.
What is included in the opening of a business letter?
Ask question or issue a polite command. Ex. Please answer the following...
What is included in the body of a business letter?
, Explain your purpose and provide details. Express questions in numbers or bullets. Use open ended
questions. Suggest reader benefits if possible.
What is included in the closing of a business letter?
State specifically but courteously what action is too be taken and set a deadline. Make it easy for the
reader to respond.
What are the characteristics Direct Request letters?
Open by stating the main idea, then in the body explain and justify the request, and in closing request
action.
What are the characteristics of Direct Claim letters?
Begin directly with the purpose, explain objectively, and then conclude by requesting action.
What are the characteristics of letters that reply directly?
Open directly, supply additional information, and conclude with a cordial statement.
What are the characteristics of adjustment letters?
Open with approval, win back the customer's confidence in the body, and close positively.
What are the characteristics of goodwill messages?
Should always be done promptly, focus solely on the the reader while giving a personalized and
genuine thank you. Keep it short and be spontaneous with fresh and natural language.
What are the four main elements in persuasive messages?
Gaining attention, building interest, reducing resistance, and motivating action.
How do you gain attention in a persuasive message?
By being brief, relevant, and engaging. When you anticipate strong resistance provide a thoughtful
provocative opening.
How do you build interest in a persuasive message?
Use a few paragraphs of explanation by using facts and statistics, expert opinions, direct benefits,
examples, specifics, and indirect benefits.
How do you reduce resistance in a persuasive message?
Present counterarguments in sentences that emphasize the benefits. Don't bring up objections that
may have never occurred to the reader. Establish your credibility by referring to your credentials or
demonstrating your competence.
How do you motivate action in a persuasive message?
Inspire the receiver to act by making specific recommendations and expressing them confidently.
How are rational appeals used to building interest?
Questions With Answers
What are the three parts of the 3x3 writing process?
Prewriting, Writing, and Revising.
What steps are involved in the Prewriting process?
Analyze, Anticipate, and Adapt.
What steps are involved in the Writing process?
Research, Organize, and Compose.
What steps are involved in the Revising process?
Revise, proofread, and evaluate.
When you need information from a team member in another office what is the appropriate form of
communication?
E-mail.
If you must explain to employees a new procedure for ordering supplies you would probably write
what?
An interoffice memo.
When you respond to a customer asking about your product you would most likely prepare what?
A letter.
When are printed hard-copy memos necessary?
Important internal messages that require a permanent record or formality.
Organizations use memos for what purposes?
To deliver instructions, official polices, short reports, long internal documents, and important
announcements.
Business letters are necessary when?
A permanent record is needed, confidentiality, formality. Ex. Company entering into a contract with
another company.
How is a business letter formatted?
Use left justification. Single-space the body and double-space between paragraphs. Sign the letter.
Colon after salutation.
What is included in the opening of a business letter?
Ask question or issue a polite command. Ex. Please answer the following...
What is included in the body of a business letter?
, Explain your purpose and provide details. Express questions in numbers or bullets. Use open ended
questions. Suggest reader benefits if possible.
What is included in the closing of a business letter?
State specifically but courteously what action is too be taken and set a deadline. Make it easy for the
reader to respond.
What are the characteristics Direct Request letters?
Open by stating the main idea, then in the body explain and justify the request, and in closing request
action.
What are the characteristics of Direct Claim letters?
Begin directly with the purpose, explain objectively, and then conclude by requesting action.
What are the characteristics of letters that reply directly?
Open directly, supply additional information, and conclude with a cordial statement.
What are the characteristics of adjustment letters?
Open with approval, win back the customer's confidence in the body, and close positively.
What are the characteristics of goodwill messages?
Should always be done promptly, focus solely on the the reader while giving a personalized and
genuine thank you. Keep it short and be spontaneous with fresh and natural language.
What are the four main elements in persuasive messages?
Gaining attention, building interest, reducing resistance, and motivating action.
How do you gain attention in a persuasive message?
By being brief, relevant, and engaging. When you anticipate strong resistance provide a thoughtful
provocative opening.
How do you build interest in a persuasive message?
Use a few paragraphs of explanation by using facts and statistics, expert opinions, direct benefits,
examples, specifics, and indirect benefits.
How do you reduce resistance in a persuasive message?
Present counterarguments in sentences that emphasize the benefits. Don't bring up objections that
may have never occurred to the reader. Establish your credibility by referring to your credentials or
demonstrating your competence.
How do you motivate action in a persuasive message?
Inspire the receiver to act by making specific recommendations and expressing them confidently.
How are rational appeals used to building interest?
