Title: Written Communication
Course: Question Banks

Q: Emma remembers her mother talking about her first job and all the letterhead and envelopes stored in her desk drawer. Starting work a generation later, what is Emma likely to see in her desk drawer?
- letterhead, plain paper, white out
- nothing, it’s a new job
- USB drives and power cords
A: USB drives and power cords

Q: Olivia’s third grade daughter has the year-end play this afternoon, Olivia has a huge customer presentation in the morning. Oliva truly appreciates living during the digital generation because ________.
- kids know their moms work and miss some activities.
- she could quickly email the customer and change the time of the presentation.
- Olivia completes her office work from home, digitally, after the play.
A: Olivia completes her office work from home, digitally, after the play.

Q: Dennis remembered a time when any special discounts were shipped overnight to headquarters for approval. Today bids are reviewed by headquarters, but the digital communication’s age helps him be so much more successful. What is the most likely reason why?
- Dennis was probably new back then and didn’t fill out the requests well, so time was wasted asking questions or redoing his paperwork.
- There has been a shakeout in the communications companies. With fewer competitors, Dennis is likely to be much more successful.
- Today, they are quickly sent, and easily read, through shared documents or email attachments.
A: Today, they are quickly sent, and easily read, through shared documents or email attachments.

Q: Edward reports to a boss in New Jersey and lives in Colorado. Not that many years ago, Edward would have had to move to New Jersey for this promotion. What changed to let him stay in Colorado?
- Eco-friendly laws not letting any more people work at the New Jersey site due to pollution.
- The ease and cheapness of local printing through places like Kinko’s and Office Max. An expensive printer did not have to be purchased for the Colorado site.
- Digital communication technology is so fast that it is just like sitting down the hall from his boss.
A: Digital communication technology is so fast that it is just like sitting down the hall from his boss.

Q: Dorothy led her daughter’s friends in a game of “telephone,” where someone whispers a phrase in the first person’s ear who then whispers to the next until the message came out at the other end—garbled. Which scenario below could be a similar scenario from Dorothy’s early work-life?
- Employees made separate trips in to the manager’s office to learn about their individual raises. They then stood around their desks and whispered the amounts to each other. Sooner or later someone got so frustrated that he’d yell, “just speak up, no one cares!”
- Dorothy called in to a voice bridge where the VP read off the messages for the week and asked for questions. No one ever asked anything because he was such a forceful speaker.
- Thursday Dorothy attends her manager’s meeting for updates. These came from Wednesday’s district manager’s meeting. The information started on Monday with the VP meeting. No wonder someone was always missing something important.
A: Thursday Dorothy attends her manager’s meeting for updates. These came from Wednesday’s district manager’s meeting. The information started on Monday with the VP meeting. No wonder someone was always missing something important.

Q: Veronica had received a bid from a vendor that provided better prices for bigger purchases, (for example, 10 percent off after $25,000). This worked well for big prices, but not for small supplies. With digital communications, vendors were submitting electronic spreadsheets of the entire catalog with detailed special item pricing. What attribute of digital communications made this possible?
- Communication is instant and fast-paced.
- Communication is convenient.
- Communication contributes to positive social change.
- Communication is extensive.
A: Communication is extensive.

Q: When Lucy first started as a waitress, she had to check the paper schedule on the bulletin board. Now there is new scheduling software that she can access from her phone. What was Lucy’s likely emotional reaction to this digital communication change?
- Sadness because her manager used to leave little drawings on the paper schedule.
- Irritation because her workplace did not seem as far as it used to from her days off
- Happiness because she can see her own schedule and everyone else’s, even when the restaurant is closed.
A: Happiness because she can see her own schedule and everyone else’s, even when the restaurant is closed.

Q: The professor for one of Molly’s classes sent an email about a text saying, “I don’t care if you buy new, used, or soft copy.” Why might some students prefer the traditional type of books?
- security
- perception
- reader preference
A: reader preference

Q: Jennifer emails notes and copies for tax preparation. The CPA emails signature files to Jennifer and final documents to the tax authorities. Why did the CPA send a reminder of how to store paper backups?
- The reminder is in error—left over from years gone by.
- The CPA is getting ready to retire so will no longer provide this service.
- Hard-copy can be a safer option if electronic systems crash.
A: Hard-copy can be a safer option if electronic systems crash.

Q: Nancy presented her interior design suggestions to the new eco-friendly architect in town via materials on her thumb drive, iPad and portable projector. Why did a competitor win when Nancy ”didn’t seem credible”? What had her competitor most likely done to leave a different impression?
- Been a man; this is a diversity problem.
- Provided lunch to show how she would spend extra on the business.
- Provided business card and brochures on high quality paper.
A: Provided business card and brochures on high quality paper.

Q: The Employee Satisfaction Team negotiated for months about wearing jeans to the workplace. In the interest of speed, Carlos used the company IM list to quickly get the policy in every employees’ hands. Was this the right choice?
- No, the policy was so long it might overwhelm company servers.
- Yes, IM is the insider way to communicate quickly to the employees.
- No, company policy should use a formal channel such as document attached to an email.
A: No, company policy should use a formal channel such as document attached to an email.

Q: Which of the following is the best subject line to remind employees to return their benefits elections for the coming year?
- DON’T FORGET Benefit Forms Due
- Benefits forms
- Benefit Election forms due midnight May 18
A: Benefit Election forms due midnight May 18

Q: What step did John miss when he sent this sentence in his email message? “Please feel out your forms by Friday”?
- Running spell check
- Attaching the proper form.
- Proofreading carefully.
A: Proofreading carefully.

Q: Which of the following is the most frequently used communication channel in business today?
- letter
- meeting
- email
A: email

Q: Which of the following is the most likely use of email in the workplace?
- Meeting notices, proposal delivery, price changes
- Notices only to those who work within the company
- A variety of internal and external communications
A: A variety of internal and external communications

Q: Is it normal for employees to complain about email?
- Yes, some employees seems to have forgotten how to use a memo instead.
- No, it is so fast an easy that employees should count themselves lucky.
- Yes, the volume of email may be overwhelming since it addresses such a wide variety of company purposes.
A: Yes, the volume of email may be overwhelming since it addresses such a wide variety of company purposes.

Q: Which of the following is the best subject line?
- Meeting change
- The automotive training session originally scheduled for Tuesday will now be on Friday
- Automotive meeting changed to Friday
A: Automotive meeting changed to Friday

Q: Benton knows emails are easiest to read when they are short and to the point. In writing an email to his team to find out availability for a meeting, he writes, "Available times for Tuesday meeting:" and then lists a bunch of time slots. Then he sends the email. Is this a good idea?
- Yes, because readers do not like having to scroll through long emails to see everything.
- Yes, because readers will immediately get to the important information in the email.
- No, emails usually have an opening, body, and closing paragraph. In this case, a call to action is especially important.
A: No, emails usually have an opening, body, and closing paragraph. In this case, a call to action is especially important.

Q: Which is the best closing to an email?
- We look forward to hearing from you. We have done business with you for quite some time.
- Thank you for your quick response.
- Please provide the refund by April 2. ABC Co. enjoys using your services when possible.
A: Please provide the refund by April 2. ABC Co. enjoys using your services when possible.

Q: Ben contacts three security software vendors to obtain pricing for security software for the office. What are his three first steps?
- Verify amount and type of equipment, call each vendor to alert them to the urgency of the bid, then type the full message carefully
- Create an outline that lists the needs, copy and paste the list into the email window, then add the date the information is due to the Closing.
- Verify amount and type of equipment that needs security software, then create the list of vendors he plans to contact, jot a short outline before writing
A: Verify amount and type of equipment that needs security software, then create the list of vendors he plans to contact, jot a short outline before writing

Q: Camila thinks about the structure of her email to obtain security software. Which of the following helps her message stay organized and concise?
- Subject: Quote needed for office security software, Opening: Not needed with simple quote. Move to Body immediately. Body: Quantity and types of Office Equipment, Closing: Reminder of date need and thank you for assistance.
- Subject: Quote needed, Opening and Body combined in short message: List Quantity and types of Office Equipment, Closing: Thank you.
- Subject: Quote needed for office security software, Opening: Expand on the Subject in sentence form. Body: Quantity and types of Office Equipment, Closing: Reminder of date need and thank you for assistance.
A: Subject: Quote needed for office security software, Opening: Expand on the Subject in sentence form. Body: Quantity and types of Office Equipment, Closing: Reminder of date need and thank you for assistance.

Q: Manuel knows business messages are concise, so he is trying to figure out how to lay out his request for office security software. Which of the following is the best suggestion?
- Open the message by saying quote needed for equipment. List the equipment in sentence form. Close with thank you. It can be completed in one paragraph to maintain brevity.
- Keep the email simple by saying “please see attached for quote” and then attach an Excel spreadsheet listing the equipment.
- Open the message with a short paragraph. Place the main detail in the Body. Using a table will help the readability. Separate the final section in its own paragraph.
A: Open the message with a short paragraph. Place the main detail in the Body. Using a table will help the readability. Separate the final section in its own paragraph.

Q: Jaden wants to impress their new boss with their professionalism and speed in putting the request out for security software pricing. Which of the following will be the best to do?
- Each vendor’s email id on the “to” line, the boss’s email id on the “to” line, other office email ids on “cc” line, Jaden’s name and phone number at the end. His email id may be seen when the vendor opens the email.
- All vendors’ email ids on the cc line, the boss’s email id on the “bcc” line, and a friendly signature or “Jaden” with their office telephone number.
- Each vendor’s email id on the “to” line, the boss’s email id on the “cc” line, and Jaden’s full contact information below the message’s content.
A: Each vendor’s email id on the “to” line, the boss’s email id on the “cc” line, and Jaden’s full contact information below the message’s content.

Q: Juan is writing his first company memo. Everyone tells him that emails and memos are pretty much the same thing in structure. Can Juan write his document in email and then copy everything over to the printed memo?
- No, subject lines in memos are longer and more formal than email subject lines.
- Yes, the two are very similar and will paste down accurately.
- No, while similar there are major difference in formatting the “to” line from an email id to a name and adding a date rather than accepting the software’s date as in email.
A: No, while similar there are major difference in formatting the “to” line from an email id to a name and adding a date rather than accepting the software’s date as in email.

Q: Isadora creates a memo for the office on the new refrigerator policy. As a recent college graduate, Isadora, is familiar with papers using indented paragraphs and double line spacing. Are those the skills she needs?
- Yes, professional documents are like the best college papers.
- No, memos are so short they rarely require paragraph spacing.
- No, memo paragraphs are not indented and the line spacing is single.
A: No, memo paragraphs are not indented and the line spacing is single.

Q: Romeo wrote an email about the parking lot repaving. Now his supervisor wants it in memo form and posted to the break room bulletin board. What changes to the content of the message are needed?
- None, all he needs to do is type “Memorandum” above the email addressing in bold, then print and post.
- Romeo needs to ensure all contractions are spelled out and there are passive not active verbs for the memo.
- None, the Opening, Body and Closing of a memo are similar to the email in organization and readability.
A: None, the Opening, Body and Closing of a memo are similar to the email in organization and readability.

Q: Beth creates a memo to the the IT Department, Security Department and Mail room prior to the delivery and installation of the new PCs. What are the three first steps for Beth to take?
- Verify what each department needs to know about the installation, Call each vendor to alert them to the urgency of the memo, Type the full message carefully
- Create an outline that lists the equipment, Copy and paste the list into the memo document, Add the date the information is due in the Closing.
- Verify what each department needs to know about the installation, create the list of vendors who will deliver the equipment, jot a short outline before writing
A: Verify what each department needs to know about the installation, create the list of vendors who will deliver the equipment, jot a short outline before writing

Q: Lucas thinks about the structure of his memo to coordinate PC installations at the office. Which of the following helps his message stay organized and concise?
- Subject: Please confirm installation support, Opening: Not needed with simple memo. Move to Body immediately. Body: Quantity and types of Equipment, Closing: Reminder of date needed and thank you for assistance.
- Quote needed, Opening and Body combined in short memo: List Quantity and types of Equipment, Closing: Thank you
- Subject: Please confirm installation support, Opening: Expand in sentence form on the Subject. Body: Quantity and types of Equipment, Closing: Reminder of date needed and thank you for assistance.
A: Subject: Please confirm installation support, Opening: Expand in sentence form on the Subject. Body: Quantity and types of Equipment, Closing: Reminder of date needed and thank you for assistance.

Q: Looking at the required address fields of a memo, Lorena wants to impress her new boss with her professionalism and speed in putting the request out to several needed departments. Which of the following will be the best to do?
- Each departments name separated by commas on the “to” line, the boss’s name on the “cc” line, and Lorena’s full contact information below the message’s content.
- All internal department names on on the cc line, the boss’s email id on the “bcc” line, and a friendly signature or “Lorena” with her office telephone number.
- Each departments name separated by commas on the “to” line, the boss’s name on the “cc” line, and Lorena’s name on the “from” line
A: Each departments name separated by commas on the “to” line, the boss’s name on the “cc” line, and Lorena’s name on the “from” line

Q: Ted’s organization is growing from building trails in three counties to eight. Volunteers are contacted by monthly emails. Originally, there were 25 members; there are now 400. What is the best way to track and send this email?
- Copying emails addresses from the database to the BCC email line
- Sending emails with 50 or fewer IDs per email to avoid servers thinking it is spam
- Move from organizational email list to the use of a listserv
A: Move from organizational email list to the use of a listserv

Q: The Communications team has been diligent in ensuring privacy as it collected customer email IDs for new product related products. Customers worry about long email chains showing their id on purpose or by accident. What tool is helpful?
- interns to proofread each address
- hiring a consultant
- a listserv
A: a listserv

Q: The annual stockholders’ meeting requires an invitation to be sent to every stockholder of record as of March 30. Email recently became acceptable legal notice. The Law department remains concerned about privacy should stockholder emails accidentally be shared. What tool is best?
- the BCC line
- hiring a consultant
- a listserv
A: a listserv

Q: The repair shop spends quite a bit of time not fixing cars, but calling first one person and then another to get a $25 repair approved. Joan reviews all customer approval processes. She proposes the shop start ________.
- keeping customers in the waiting room.
- charging extra if customers do not respond in 15 minutes.
- asking if customers want IM messages.
A: asking if customers want IM messages.

Q: Roberto and Anika attended the same two-hour conference call from their own offices in two separate time zones. Next on the agenda was Robert’s project, and he just realized he had not asked Anika if her people were going to need the two extra weeks or not. What is the most efficient communication tool could Roberto use to get the response he needs so that he could have an accurate estimate when his name is called?
- He could have his secretary call Anika’s assistant and have him pass her a note.
- He could mute the group call and use his cell to call Anika.
- He could open his IM app and reach out privately to Anika. She was usually online.
A: He could open his IM app and reach out privately to Anika. She was usually online.

Q: Connie worked on a helpline in an open office in a cubicle near three others. Not only did the helpline test Connie’s patience, she felt sorry for her office mates sitting there listening in the background to all the detail she provided. What technology might help Connie avoid annoying her office mates?
- Moving to a conference room
- Speaking as softly as possible
- Live Chat if tech support offers it
A: Live Chat if tech support offers it

Q: Customers made fun of the thin paper with stilted instructions on how to operate their new washing machines for years. With the power of multimedia tools, which could be a helpful, economical solution for customers?
- A laser printed booklet in color on glossy paper
- Special training in the store before the customer leaves
- A video demonstration online or on CD
A: A video demonstration online or on CD

Q: Stan spent three months researching the shortest shipping routes for produce in southeast Colorado. Which tool will be the best to make his recommendation to the District Managers?
- Explaining in a Blog on the private corporate site
- Posting information to the private corporate Wiki site
- Using presentation software such as PowerPoint or Prezi
A: Using presentation software such as PowerPoint or Prezi

Q: The president of the grocery chain wants to assure all employees he is taking the recent claims of harassment seriously and that new training is helpful and required. Which tool is most likely to gain employee compliance and confidence?
- an email sent to each employee
- district managers reading a letter from the President
- a shared online video testimonial
A: a shared online video testimonial

Q: A recent article reported that advertising on social media now exceeds expenditures on traditional media. Which of the following are included in social media?
- Billboards and People
- Rotary Club and AARP
- Pinterest and LinkedIn
A: Pinterest and LinkedIn

Q: Facebook is a social media application for friends to collect and share information. Why might a business be interested in this public network?
- Employee testimonials
- “Free” color images
- Advertisements and product endorsements
A: Advertisements and product endorsements

Q: Jonathan is one of many employees working from home. His boss uses an application called Saleforce that helps him supervise Jonathan and others. What is likely to be a feature of this internal social media application?
- Being able to post personal photos to promote team unity
- Being able to commiserate about company politics
- Being able to share customer contacts in a database
A: Being able to share customer contacts in a database

Q: The subject line of the email is: “Please provide meal selection for conference.” Which type of external email is this the subject line for?
- claim
- complaint
- request
A: request

Q: Berk’s co-worker explained that emails were used when responding to customer complaints and the entire message would be shorter. “Use the subject line to say ‘your complaint of April 27,’ then start the details in the first paragraph of the message with something like, ‘your exercise bike is not for individuals over 300 pounds’ before you explain the reason we will not refund them.” Should Berk follow this advice?
- No. Statements of substance should be written by the lawyers.
- Yes. Emails are shorter than letters.
- No. Email messages need the introduction in the message itself.
A: No. Email messages need the introduction in the message itself.

Q: Email has taken the place of printed letters in much business correspondence. Which of the following might still remain in a letter format?
- Refund authorization due to faulty equipment.
- Denial of claim from smoking in guest room.
- Investment account name change forms.
A: Investment account name change forms.

Q: Companies look for cost-effective ways to maintain and build business relationships. Email is one step in that effort. Which is the most effective positive message opening?
- KendCo is always excited to improve its products.
- Can we call you?
- Your idea is receiving lots of enthusiastic support.
A: Your idea is receiving lots of enthusiastic support.

Q: Which of the following is the best way to start a rejection letter of a bad customer idea?
- KendCo is considered to be one of the top toy manufacturers in the U.S.
- Your suggestion was received and rejected due to cost constraints.
- Your enthusiastic support of the KedCo 9000 puts you in a unique set of best customers.
A: Your enthusiastic support of the KedCo 9000 puts you in a unique set of best customers.

Q: Howie knows the student will be disappointed that his text book is out of stock. This is pretty common for this time of year. How should Howie start his email to the student?
- Max, Psychology Today is backordered due to all the colleges starting at the same time.
- Psychology Today is going to be one week late.
- Max, Psychology Today is scheduled to arrive on your front porch September 1.
A: Max, Psychology Today is scheduled to arrive on your front porch September 1.

Q: What is the first thing Tom should do when he hears an angry customer complaining a technician is over an hour late to a confirmed appointment?
- Wait about an hour because by then the situation should resolve itself.
- Forward the voice mail to the driver for review when she returns.
- Send an email marker “urgent” with a $10 off coupon.
- Pick up the phone to call the customer back.
A: Pick up the phone to call the customer back.

Q: Which of the following is likely to be in a response to a customer complaint letter about fruit that spoiled within a day of purchase?
- Fresh fruit arrives on Wednesday. Try to purchase on or before Saturday.
- I have escalated this report to corporate.
- Fruit does have an uncertain shelf life.
- Marketplace is now checking expirations on all fresh product nightly.
A: Marketplace is now checking expirations on all fresh product nightly.

Q: How might an email close after correcting a billing error of a $35.00 tip that was supposed to be $3.50?
- Thank you for your business.
- I think the error is probably credited to your account by now.
- The server has been terminated.
- Please use this $15.00 gift certificate in appreciation of letting us correct this error.
A: Please use this $15.00 gift certificate in appreciation of letting us correct this error.

Q: What is the best subject line to a customer’s request for a duplicate loyalty card?
- Thank you for your loyalty.
- Regarding your loyalty card
- It shipped.
- Your duplicate loyalty card shipped.
A: Your duplicate loyalty card shipped.

Q: What is the best opening sentence regarding a customer request for duplicate loyalty card?
- Your patronage matters.
- Thank you for your duplicate card request.
- Many customers request duplicate cards.
- Your duplicate loyalty card is on the way.
A: Your duplicate loyalty card is on the way.

Q: What is the best closing to a customer’s request for duplicate loyalty card?
- Thanks for your business.
- I was glad that I was able to do this for you.
- Call if you need something else.
- Your card will arrive via FedEx by May 31.
A: Your card will arrive via FedEx by May 31.

Q: You are stuck in traffic on the way to the customer presentation. How will you notify your teammate to stall for 10 minutes?
- email
- wiki
- IM
- Voice mail
A: Voice mail

Q: The updated bonus list is signed off by HR. What is the best channel to share it with supervisory personnel?
- IM
- wiki
- blog
- email
A: email

Q: This was the third installation of the new Magna-Cooler. It is ready to be shipped nationally. How should the lessons learned from these installations be shared with local installers?
- IM
- email
- blog
- wiki
A: wiki