1. Informative headings and subheadings

   a. simply identify topics covered in the document.

   b. guide readers to think a certain way about the topics covered.

   c. are easier to write than descriptive headings.

   d. are less helpful to readers than descriptive headings.

2. Which of the following statements best reflects the ''you'' attitude?

   a. 'You failed to enclose a check for $25.'

   b. 'We need a check from you for $25 so that we can send the merchandise by May 15.'

   c. 'We will send you the merchandise as soon as we receive your check for $25.'

   d. 'You will have your merchandise by July 15 if you send us your check for $25 today.'

3. When you are refusing a request for information, you

   a. always use the direct approach.

   b. invoke company policy if that is a possible out.

   c. don't need to invest as much time and effort as you would for other kinds of bad-news messages.

   d. use the indirect approach when your denial is likely to disappoint the reader.

4. If you request a recommendation from a person you haven''t had contact with recently, you should

   a. use the opening of your letter to refresh the person's memory.

   b. enclose a stamped, preaddressed envelope.

   c. use the persuasive approach.

   d. use the bad-news approach.

5. A complex sentence is one characterized by

   a. two independent clauses joined by a coordinating conjunction.

   b. a single subject and a single predicate plus any modifying phrases.

   c. two or more independent clauses along with all modifying phrases.

   d. an independent clause and one or more dependent clauses related to it.

6. When you need to inform stakeholders that your company is having serious problems

   a. the best approach is to leak the news to the press rather than make a public announcement.

   b. minimize the bad news by presenting it in as favorable a light as possible.

   c. use the direct approach.

   d. use as many hedging words as possible.

7. When writing letters to businesspeople in other countries, you should

   a. use an informal, friendly tone.

   b. keep your sentences and paragraphs long.

   c. be vague and general in your wording.

   d. make generous use of transitional words and phrases.