1.Select the most formally worded statement.
A. I’ll look into the problem and will try to come up with a solution that is
B. I’ll send you the report after I’ve analyzed it thoroughly.
C. Thanks for letting me know, I’ll send you an updated version when time
D. I will consult with my superiors on the matter and report back to you by
E. FYI, I’ve sent the final document to the client as you had stated in your
A. should typically be avoided in a business communication.
B. emphasizes the writer’s perspective.
C. cannot be used in sentences containing the words “we” and “mine.”
D. places the writer at the center of things.
E. is specially important when delivering bad-news messages.
3. You have received an email from a customer who claims that his package
contained a size ‘M’ T-shirt as opposed to the size ‘L’ T-shirt that he had
ordered. Which of the following openings handles the subject most positively?
A. A replacement size ‘L’ T-shirt has been shipped and will reach you by
B. We are sorry but we could not entertain your order.
C. We are sorry, we will be sending a replacement at the earliest that is of
the size you ordered.
D. The error is because of a newly hired employee who is unfamiliar with our
E. A size ‘L’ version of your T-shirt was unavailable, hence a size ‘M’
version was shipped.
4. Which of the following statements is least conversational?
A. Here is a detailed cost analysis for the proposed project.
B. I cannot quote the exact requirements for the project, but here are the
C. Enclosed is the spreadsheet with all the elements of the project and
D. Enclosed please find an estimate whose confirmation will aid the procedures
of the project.
E. I’ve attached a preliminary estimate of our requirements for this project.
5. Which of the following statements is most conversational?
A. Enclosed please find the details of the products about which you had
B. You will find the details of the products you had enquired about enclosed
within the document.
C. In accordance to your request, I herewith attach details of those specific
D. This is to acknowledge receipt of your request for product details which
will be addressed.
E. Kindly find attached information related to products that you have
expressed interest in.
6. In which of the following cases will the style of communication be least
A. Writing a crisis response or official reprimand.
B. Communicating with someone at a higher level than the writer.
C. Communicating with a letter, long report, or external proposal.
D. Communicating with a well-acquainted co-worker or associate of the writer.
E. Writing a ceremonial message, such a commendation or inspirational
7. Important information can best be emphasized by including it:
A. in the middle statement of the middle paragraph.
B. in long, convoluted sentences.
C. in the middle statement of the last paragraph.
D. in a dependent clause or modifying phrases.
E. in the last statement of the last paragraph.
8. Which of the following best exemplifies the we-viewpoint?
A. You must specify the color of the product to complete the purchase order.
B. The package you ordered will reach you by the end of this week.
C. We will do our best to assist you with your problem.
D. If you do not return the item within the specified date, you will be fined.
E. Our policy ensures that your family members get all the benefits that you
9. Which of the following statements handles its subject most negatively?
A. We have the cell phone you have requested in other colors.
B. We do not have the cell phone you have requested.
C. Only the red and blue versions of the cell phone are currently available.
D. You will be notified as soon as we have your requested product in stock
E. You can book in advance for the next batch of the requested product.
10. Which of the following statements avoids the use of rubber stamps?
A. Please feel free to contact me for any further clarifications.
B. Thank you for choosing us.
C. The MP3 player you requested, will reach you latest by Monday.
D. I deeply appreciate your assistance and cooperation in this matter.
E. I will be happy to clarify any queries you may have for me.
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