Power Tools for Technical Communication:
Chapter 13 Quiz


For each of the following questions, select the best answer according to this chapter of Power Tools for Technical Communication, and then press Check answers.

  1. According to Chapter 13, it’s important to establish context in a business communication. Which of the following best explains what context is and where it should be established?
    The needs and requirements of the reader of the business communication
    The purpose of the business communication—whether it is a complaint, a reply to a complaint, an inquiry, or some other type of communication.
    The situation in which the business communication occurs—for example, a previous communication, a problem.

  2. Which business-letter format does not include a salutation, using a subject line instead?
    Simplified letter format
    Block letter format
    Modified block format

  3. Which of the following indicates how to punctuate the salutation of a formal business letter?
    Comma
    Colon
    Semicolon

  4. Which of the following lists the elements that should be at the top of the first page of a formal business letter—and in the correct order?
    Heading (sender's address); date; inside address (recipient's address); salutuation
    Inside address (sender's address); date; heading (recipient's address); salutuation
    Heading (sender's address); date; inside address (recipient's address); enclosures
    Inside address (sender's address); date; heading (recipient's address); enclosures

  5. Which of the following best explains the value of templates for business-letter and memo writing?
    They ensure correct spelling and grammar so that you don't have to proofread or get help from an editor every time you write a letter.
    They supply standard language for certain paragraphs of the various kinds of standard business communications you write.
    They establish margins, font size, standard heading information so that you don't have to type it every time.

  6. Which of the following best defines the complaint communication?
    You request information about something from an expert or from an organization.
    You explain why your organization cannot grant compensation for an allegedly faulty product or service.
    You request compensation for what you believe is a faulty product or service.

  7. Which of the following best defines the adjustment communication?
    You request information about something from an expert or from an organization.
    You explain why your organization cannot grant compensation for an allegedly faulty product or service.
    You request compensation for what you believe is a faulty product or service.

  8. Which of the following best describes how you would use the “bad-news-last” strategy to write an adjustment letter?
    You would actually state the denial of the customer's request for compensation before you explain the reasons for denying it; that way the customer is more likely to read the entire letter.
    You would explain the reasons for denying the customer's request for compensation before you actually state the denial; that way the customer is more likely to read the entire letter.

  9. Which of the following lists four elements that should be included in the introduction of any business communication?
    Topic, essential definitions, context, overview
    Topic, problem explanation, context, overview
    Topic, background details, context, overview
    Topic, purpose, context, overview

  10. Which of the following best explains what Chapter 13 means by the “ reader-first strategy ” and provides the best example?
    Explain what your interests and requirements are — highlight them — so that the recipient knows what you are trying to accomplish: for example, explain how much you like the area in which a potential employer is located (for its sports, recreation, cultural events, etc.).
    In the very first paragraph of the business communication, identify the targeted reader and that reader's characteristics; that way readers know whether the letter, memo, or e-mail was meant for them.
    Write in terms of the recipient's needs and requirements: for example, explain how your studies in advanced manufacturing processes would fit right in with the potential employer's requirements.


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