Q&A Hero

Q: Discuss effective strategies for writing routine business requests.

Q: Which statement best describes business etiquette? a. It is a polite ritual reflecting power and subordination. b. It deals with the interaction between people. c. It is consistent with social etiquette. d. It ensures that peers are addressed with proper respect.

Q: Which of the following is a common element in a request for information or action? A. Your position within the organization B. What will happen if the reader doesn't supply the information C. What you want to know or what you want the reader to do D. Who is being copied on the request E. How you want the response to be formatted

Q: Unusual or complex requests should be broken down into individual and specific questions.

Q: The best way to end a thank-you note to an interviewer is to a. confidently but tactfully ask when a decision will be made about filling the open position. b. ask for any feedback that would help you to improve your performance in upcoming interviews. c. correct any errors or misconceptions arising out of your interview. d. thank the interviewer again and conclude with a hopeful, forward-looking statement.

Q: To build credibility in a thank-you note to an interviewer, you should a. offer a concrete suggestion for improving some aspect of the job or the organization. b. emphasize your knowledge of the organization and your interest in participating in its success. c. open with a forward-looking statement that expresses quiet confidence. d. mention a specific incident that occurred or insight you gained from the interview.

Q: Which of the following is a common use of a routine message? A. Making claims and requesting adjustments B. Refusing to make a recommendation C. Determining fault for a missed deadline D. Developing a marketing pitch E. Asking for a pay increase during difficult economic times

Q: With a direct approach the writer opens with details and justification of the request, moves to the actual request and ends by requesting specific action.

Q: A thank-you note to an interviewer should a. resell the interviewer on your strongest credentials and experience. b. refer to your rsum in providing supporting evidence of your qualifications. c. be handwritten to reflect the personal touch. d. open with an expression of appreciation and pleasure in meeting the interviewer.

Q: Most audiences will comply with a routine message if they feel the writer is not being unreasonable.

Q: Discuss how to develop the body of the routine requests and the benefits of a well-developed message.

Q: After each interview, you should a. send a thank-you email within 24 hours. b. send an e-card. c. send an email asking the interviewer when a decision will be made. d. send an email telling the interviewer you need to know if you got the job within a week.

Q: Explain how to develop a strong close for a routine request.

Q: An effective use of a routine message would be to supply product operation support.

Q: When is it appropriate to call a company to check on your interview status? a. in four weeks b. in seven-ten days c. in 12 weeks d. It is not appropriate to call to check on your interview status.

Q: You should use the body of your job-application letter to a. reiterate your work experience as detailed in your rsum. b. refer the reader to the enclosed rsum and ask for an interview. c. emphasize your strongest qualifications without repeating the rsum. d. motivate the reader to offer you an interview on the basis of your rsum.

Q: When writing a routine request, it is always good manners to thank the reader in advance for their cooperation.

Q: Which of the following statements about the purpose of a thank-you note after an interview is accurate? a. The note usually has a direct influence on whether you get the job. b. You should write the note with the intent of impressing the interviewer with certain of your qualifications. c. The note should express genuine appreciation for the opportunity to discuss your qualifications. d. The note should be a persuasive message aimed at convincing the interviewer to offer you the job.

Q: If you were writing an unsolicited application letter, which of the following would be the most effective strategy for gaining the reader's attention? a. Use direct organization, stating the position for which you are applying. b. Use an indirect, conservative opening that demonstrates your creative abilities. c. Open with a concise summary of your accomplishments and qualifications. d. Use your opening to show that you know something about the company and how you might contribute to it.

Q: Which of the following are specialized documents used to share relevant information with the news media? A. Press releases B. Direct to consumer news releases C. Social media releases D. External releases E. Internal releases

Q: The close of the routine request should include what? A. A sincere apology for the inconvenience caused B. Explanations and justifications for the request C. The phrase "thank you in advance" to ensure compliance D. A specific request that includes any relevant deadlines E. Questions that will help you organize the message

Q: If you are asked about your salary expectations, your best tactic is to a. be honest about the salary you expect to receive. b. quote a figure slightly higher than what you want, so you will be able to negotiate down if necessary. c. state the amount that you think you are worth, based on previous experience. d. say you expect a salary in line with that of other employees at this level of expertise and experience.

Q: If a reader may not view a message as positive, what should be included in the body of the message? A. An explanation of what will happen if the action is not taken B. An explanation of potential benefits to the reader C. An explanation of potential benefits to the writer D. An explanation of the nature of the information being provided E. An explanation of the reasons for the decision to be followed by the decision

Q: Which of the following salutations should you use in a job-application letter when you cannot determine the name of the person who will interview you? a. Dear Sir b. Dear Human Resources Manager c. To Whom It May Concern d. Madam or Sir

Q: What should the close of a routine request include? A. A sincere apology for the inconvenience caused B. An explanation or justification for the request C. The phrase "Thank you in advance" to ensure compliance D. Information about how you can be reached E. Questions that will help the organization of the message

Q: When shown into the interview room, do all of the following except a. create rapport by using the interviewer's first name in your greeting. b. accompany your greeting to the interviewer with a firm handshake. c. maintain direct eye contact with the interviewer. d. smile at the interviewer.

Q: Your job-application letter should not a. include specific evidence of your qualifications. b. show confidence in yourself and your abilities. c. mention the minor points of your rsum. d. stress reader benefits.

Q: A policy change is an example of what type of message? A. Goodwill messages B. Answers to routine requests C. Claims and adjustment requests D. Good-news announcements E. Routine informational messages

Q: What should be done when explaining and justifying the routine request in the body of the message? A. Address multiple topics in one question. B. Offer apologies for the inconvenience. C. Put the most important question last. D. Offer incentive for the audience to comply. E. Break down complex requests into specific questions.

Q: Which of the following is an appropriate guideline for dressing and grooming in preparation for a job interview? a. Women should wear the latest fashions to express their individual style. b. Men should wear colorful ties to make a good impression on the interviewer in the first few minutes. c. Both men and women should wear enough cologne or perfume to be noticed and remembered by the interviewer. d. Men and women should wear blue or gray business attire so that they will look professional and blend in.

Q: Updating someone on projects or the status of an order is an example of what type of routine communication? A. Goodwill messages B. Answers to routine requests C. Claims and adjustment requests D. Good-news announcements E. Routine informational messages

Q: A cover letter is like what type of letter? a. a request b. a good-news letter c. a collection letter d. a sales letter

Q: How should multiple requests or questions in one message be addressed? A. Address all topics in one question. B. Offer apologies for any inconvenience caused. C. Start with the most important question. D. Do not assume the audience will comply. E. Avoid asking too many questions of the reader.

Q: A networking email a. accompanies your rsum when you are applying for a specific job. b. is an email sent to your interviewer that summarizes your job-related strengths. c. demonstrates interest in a company when you do not know of a specific position. d. is an email you send to your Facebook friends when you are looking for a job.

Q: When making a routine request, what should the writer do in the body of the message? A. Put the most important request at the end. B. Explain and justify the request. C. Address all topics in one question. D. Offer apologies for any inconvenience caused. E. Include contact information.

Q: What is the goal of a letter of recommendation? A. To verify dates of employment B. To verify salary C. To verify the nature of your relationship with the candidate D. To verify the candidate has the characteristics necessary for the job E. To verify the candidate is eligible to work at the organization

Q: Which is listed first on a functional rsum? a. Summary of Qualifications or Skills b. Awards and Certifications c. References d. Organization Affiliations

Q: When writing the body of your cover letter, you should a. be consistent and use the same wording used in your rsum. b. avoid repeating all of the information on your rsum. c. tell the potential employer your job experience for the past 20 years. d. explain gaps in your employment.

Q: When granting the claim when the customer is at fault, what should be included in the body of the letter? A. An apology B. A clear indication of what the customer did wrong C. A clear indication of how the customer can avoid a similar issue in the future D. The discouragement of similar claims in the future E. Contact information so the customer can discuss further concerns

Q: Which of the following is a valid guideline for formatting an electronic rsum? a. Vary your typefaces to attract attention. b. Use spaces instead of tabs to indent text. c. Restrict the length to one page. d. Use horizontal or vertical rules for graphic interest.

Q: In the last paragraph of your cover letter, it is essential that you a. give information about your college transcripts. b. give your qualifications. c. tell the potential employer that you will call them in seven-ten days. d. ask for a personal interview.

Q: When responding to a customer complaint, the best course of action is what? A. Promise the customer complete satisfaction. B. Explain how you plan to resolve the issue. C. Apologize profusely. D. Promise the issue will never happen again. E. Indicate to the customer exactly who is to blame.

Q: Which of the following can be a challenge when setting up a blog? A. Accurately defining your target audience B. Preventing viral marketing C. Increasing employee engagement D. Monitoring the blogosphere E. Finding long-term content

Q: To make your rsum computer-friendly, you should not a. use nouns that people in your industry recognize. b. rely on action verbs to summarize your abilities. c. choose a variety of words to describe your skills. d. put keywords in proper context throughout.

Q: When writing an effective cover letter you should a. highlight how your background specifically matches the job qualifications. b. tell the employer how much you expect to be paid. c. ask the employer about how to earn vacation and sick time. d. tell the employer your college GPA.

Q: Before responding to a customer complaint, what should first be considered? A. How upset the customer is B. How often that particular customer complains C. How easy it is to rectify the issue D. Relationship with the customer E. Company policy for handling customer complaints

Q: Which of the following is the least effective use of a blog? A. Community building B. One way communication C. Influencing traditional news coverage D. Word-of-mouth marketing E. Market research

Q: The purpose of using appropriate keywords to describe your characteristics and credentials in an electronic rsum is to a. concisely and honestly describe your work history. b. emphasize action verbs that show what you have accomplished. c. have your rsum chosen by an automated rsum system. d. make a consistent and professional impression.

Q: When you write in response to an advertised job opening, you are sending a(n) ____ application letter. a. solicited b. blind c. prospecting d. unsolicited

Q: A well written response to a request for information or action will do what for the writer? A. Positively influence the reader's perception of the writer and the organization B. Negatively influence the reader's perception of the writer and the organization C. Allow the writer to explain the benefits of working with their firm D. Encourage customer satisfaction E. Reinforce the organizations commitment to excellence

Q: Using blogs to explain how to use a product is an example of what? A. Word-of-mouth marketing B. Customer education C. Employee engagement D. Brainstorming E. Community building

Q: Which of the following is not a benefit of electronic rsums? a. The job seeker might be considered for jobs he or she didn't know about. b. A large number of employers can potentially have access to the rsum. c. Employers can search through computerized rsum databases faster than they can read through printed rsums. d. Multiple keywords can be positioned in hypertext links to highlight work accomplishments.

Q: Which of the following is not a suggestion for developing a chronological rsum? a. Begin with your work experience. b. Include a photograph of yourself. c. Develop your job responsibilities. d. Use plenty of white space and make section headings stand out.

Q: Which of the following is least likely to be considered a routine or positive message? A. Answers to routine requests B. Denial of claims and adjustments C. Recommendations D. Routine informational messages E. Good-news announcements

Q: Using blogs to release up to the minute information on an issue is an example of what? A. Market research B. Media relations C. Crisis communications D. Company news E. Team communications

Q: What of the following guidelines about putting references on a rsum is accurate? a. You should include recommendation statements along with reference information. b. You should include names and complete contact information for all your references. c. You should include all character references when applying for jobs. d. You should note "References available on request" so that you will know when your references will be called.

Q: By monitoring the blogosphere, companies hope to find ways to do what? A. Increase recruitment efforts B. Enhance policy discussion C. Conduct market research D. Improve crisis communications E. Increase customer support

Q: Discuss a strategy for using routine and direct messages for negative news, including examples.

Q: Recruiters usually expect to see all of the following on a rsum except a. your job objective. b. any special skills or talents. c. your personal references. d. the names of previous employers.

Q: How far back should you list your work history? a. five years b. 12 years c. ten years d. 20 years

Q: The use of mobile blogs can aid in the use of which of the following areas? A. Project management and team communications B. Company news C. Customer support D. Recruiting E. Policy issues and discussions

Q: Which of the following characteristics or qualifications should not be listed on a rsum? a. religion b. fluency in a second language c. any special awards or recognition related to the job you want d. involvement in extracurricular activities

Q: Rsums must begin with a. education. b. work experience. c. professional development. d. contact information.

Q: When incorporating blogs into a corporate social media stream, what role can blogs take in support of the media plan? A. Blogs can be used to clarify information. B. Blogs can act as the hub for the multiple threads in the social media plan. C. Blogs can act as the "complaint department" for the social media plan. D. Blogs can limit word-of-mouth marketing efforts by customers. E. Blogs can allow consumers to become subject matter experts.

Q: Discuss how the use of social media has changed internal communications in organization.

Q: If you have little or no work experience, your rsum should a. use the chronological organizational pattern, putting job history first. b. show how skills you developed through volunteering or civic groups are transferable to the job. c. omit any volunteer work because you were not paid for these activities. d. subordinate statements of minor accomplishments that are directly related to the job.

Q: You may highlight important content in your rsum by using a. red type. b. double-spacing throughout. c. font enhancements (bold or italics) and bullets. d. a large font of 14 pt. or higher.

Q: Discuss how the increased use of Social Media has changed the way stakeholders consume information from an organization, and the change in the relationship between stakeholders and the organization.

Q: Apply the three-step writing process to instant messaging.

Q: Of the following job descriptions on a rsum, which does not begin with an action verb? a. Created customer databases with complex queries. b. Maintained appointment calendars for seven executives. c. Organized manuscript topics in a logical sequence. d. Responsible for warehouse inventory.

Q: Most recruiters prefer a rsum to be a. one page. b. two pages. c. three pages. d. four pages.

Q: Describe ways to make IM more efficient and effective.

Q: Writing for social media required the same skill set as writing for traditional media.

Q: Identify the correct guideline for composing the job description section of a rsum. a. Always write in complete sentences. b. Choose general words. c. Avoid quantifying accomplishments until you can explain them in the interview. d. Start each job description with an action verb.

Q: When preparing a rsum, you should not a. use bulleted lists for items such as job responsibilities. b. use three or four typefaces for variety. c. use lots of white space for readability. d. emphasize and subordinate points as needed.

Q: When planning an instant message, the message should be planned according to the rules of oral conversation instead of written conversation.

Q: Generally speaking, companies are willing to use any communication tool that consumers are likely to use.

Q: The most serious mistake that job candidates make when preparing their rsums is a. missing grammatical errors. b. missing typographical errors. c. not describing their previous job functions. d. including so much that the document is excessively long.

Q: Instant messaging is less susceptible to computer viruses and other security problems than other forms of social media.

Q: Stakeholders can use social media to harm companies.