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Practice Test
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1
"Start with the good news" is the basic rule in the ____.
A)indirect approach
B)direct approach
C)persuasive approach
D)sales approach
2
The most challenging or problematic communications in business are those that ____.
A)refer the customer to another area
B)admit that the company has made a mistake
C)refuse the receiver's request
D)none of the above
3
Of the following, the best beginning for a letter using the indirect approach is ____.
A)reasons leading up to the negative news
B)a pleasant, neutral statement
C)stating the refusal
D)requesting action
4
When writing a letter to refuse a request for credit, you would use the ____.
A)direct approach
B)indirect approach
C)persuasive approach
D)sales approach
5
In a bad-news letter, the negative information should be ____.
A)presented in the first paragraph
B)placed immediately following the explanation
C)summarized in the last paragraph
D)avoided completely
6
After the rough draft is written, the next step(s) include(s) ____.
A)editing and correcting the draft
B)adding statistical data
C)choosing the approach to use
D)sending the message quickly
7
Bad-news letters require the use of the ____.
A)indirect approach
B)direct approach
C)persuasive approach
D)sales approach
8
Which is NOT part of the AIDA plan?
A)interest
B)action
C)decision
D)attention
9
When you put the bad news in the middle of your message, you are using the ____.
A)indirect approach
B)direct approach
C)persuasive approach
D)sales approach
10
Business letters can be categorized into all of the following EXCEPT ____.
A)routine and "yes" letters
B)nonroutine letters
C)negative communications
D)persuasive communications





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