商务交际英语2Word格式.docx
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商务交际英语2Word格式.docx
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Aprocessdescriptionshouldbeastechnicalasyourknowledgeallows.(×
Aprocessdescriptionwillbeinparagraphsthatdescribewhathappens,andhowtomakeithappen.(×
Vagueandgeneraltermscanbeusedtodescribeanobjectoramechanism.(×
Inmosttechnicalwriting,writerscouldusesubjectivetermsthatreflectopinions.(×
Aprocessdescriptioncanbewritteninpresenttenseorpasttense.(√)
Todescribeaprocessthatiscompleted,weshouldusethepresenttense.(×
Topersuadeotherstodosomething,writersmustidentifytheneedsfortheirreceivers,suchasachievement,convenience,andmoney.(√)
Persuasivelettersarepresentedindirectordertopreparereadersfortherequestbeforemakingit.(×
Inapersuasivemessage,youshouldstartbystatingyourobjective.(×
Introducethetopicofyourletterormemoinaninterestingandrelevantway.Rememberthatthegoalistomaketherequest.(×
Explaintheneed—fromthereader’spointofview.(√)
Themoredetailsyouinclude,theeasieritisforreaderstovisualizeyoursolution,andthemorelikelytheyaretoagreetoit.(√)
Toencouragereaderstoagreetoyourrequest,youmustdotwothings:
addressanyobviousobstacles,andemphasizeyourprimaryappeal—thebenefitthatwillappealmosttothereader.(√)
Inapersuasiveletter,youshouldemphasizeyourprimaryappeal.(√)
Themostcommonobstaclesinvolvearesistancetochangeandalackoftime,energyandmoney.(√)
Itisunimportanttoidentifythebenefitsthatmatchthevaluesandconcernsofyourreaders.(×
Aprimaryappealisnotlikelytoattractreaders’attentionandmotivatethemtoact.(×
Ifyoutrytoconvinceacoworkertoserveonacommittee,theprimaryappealmightbetheopportunitytoinfluenceofficepolicies.(√)
Theclosingofapersuasivemessageshouldclearlyindicatetheaction,whichshouldbeeasytodo.(√)
Ifyourrequestisunimportant,youmightendbyaskingforanappointmenttotalkaboutit.(×
Saleslettersandcollectionlettersaretwokindsofinstructivemessages.(×
Asaleslettermightappealtoreaders’sensesbydescribinghowsomethinglooks,sounds,feels,smells,ortastes.(√)
Collectionlettershavefivestages.(×
Thereminderletterassumesthecustomerhassimplyforgottentomakeapayment.(√)
Astrongreminderletterissentwhenthecustomerhasnotrespondedtothefirstreminderandisindirectandfirm.(×
Proposalsareanothertypeofpersuasivewriting.(√)
Aproposalisaformalreportthatjustdescribesaproblem.(×
Ifaproposalissolicited,thereceiveralreadyrecognizestheneed.(√)
Effectiveproposaldependsoncarefullyidentifyingthemostcompellingbenefitsfortheintendedreceiver.(√)
Thecontentandorganizationofproposalwouldbethesame.(×
Inapersuasivemessage,thepurposeofsupportinginformationistoprovidereaderswithmoreknowledge.(×
Atableofcontentsishelpful,butnotessential,foramanual.(×
Amanualissimplyoneverylongsetofinstructions.(×
Becausemostpeoplerememberwhattheyhearmuchlongerbetterthanwhattheysee,graphicaidsareimportantforyoutoknowhowtouseasyouworktoimproveyourcommunicationskills.(×
Theyareusedforthemessagestobedeliveredinclear,easy-to-understand,verballystimulatingformats.(×
PeoplewouldliketovisitanInternetwebsitethatcontainsonlytext.(×
Peoplewouldliketospendmoneyoninterestingmagazineswithoutphotographs.(×
Softwareprograms,suchasMicrosoftExcel,havebuilt-inchartingprogramsthatallowyoutoquicklyandeasilyconvertnumericaldataintocolorful,easy-to-understandgraphs.(√)
Ifthepurposeofthegraphicaidistoprovidedetailsthatfewwouldneedtoreference,thenplaceitinthebodyofthedocument.(×
Whenyourefertothegraphicaidwithinthewrittentext,remembertoplaceyourstatementreferringtothegraphicaidaftertheactualgraphicaidappears.(×
Agraphicaidcanbedividedbetweentwopages.(×
Whenidentifyinggraphicaids,chooseanumberingsystemandbeconsistentwiththisformatthroughoutthedocument.(√)
Atitleforeachgraphicaidmaybealluppercase,oruppercaseandlowercase.(√)
Youmustincludeasourcelinewheneveryouobtainthematerialfromanothersource.(√)
Startingtheverticalaxisatsomeothernumberthanzeroonabargraphisanexampleofonewaytomisleadyouraudience.(√)
Readersusuallygivemoreattentiontothewrittentextthantothegraphicaids.(×
Itisimportantthatweanalyzethegraphicaidstoensurewecanpresentanaccuratepictureofwhatthedatapresents.(√)
Yourreadersusuallywillremembervisualimageslongerthanwrittentext.(√)
Presentationandgraphicsoftwaregiveyoutheabilitytocreateprofessionalgraphicsforyourreportsandpresentations.(√)
Tochoosethebestgraphicaid,youmustknowwhatyouwantyourreceivertounderstandfromthegraphic.(√)
Thetableshouldhaveclearanddetaileddescriptorsfortheidentifyingtitleaswellasforthelabelsatthetopofeachcolumn.(×
Thetablecanonlybepresentedinportraitorientation.(×
Wheneveryourtablecontainsnumbers,besurethedigitsarealignedcorrectly.(√)
Theorganizationchartcanonlyrepresenttheentireorganization.(×
Horizontallinesrepresentcommunicationchannelsbetweenpositionsthatareatthedifferentauthoritylevels.(×
Apiechartisastep-by-stepdiagramofaprocedureofprocess.(×
Theflowchartsimplifiescomplicatedproceduresbysummarizingeachstepoftheprocedureandallowingtheusertoseetheorderinwhichthestepsmustbefollowed.(√)
Aflowchartshowshowthepartsofawholearedistributedandhowthepartsrelatetoonanother.(×
Apiechartcaneasilyrepresentsuchstatisticsasabreakdownoffamilyincomeintovariousexpensecategories.(√)
Whenyouconstructapiechart,placethelargestpiesectionsothatit’sleftedgelinesupwiththetwelveo’clockpositiononthepiecircle.(√)
Increatinggraphs,weshouldstriveforthesimplicityofdesigns.(√)
Asinge-linegraphshowsthemovementofonlyonequantityorvalueovertime.(√)
Shadingorcoloringmaybeusedtoaddemphasistothesinge-linegraph.(√)
Amultiple-linegraphshowsthemovementoftwoormorequantitiesorvaluesovertime.(√)
Inlinegraphsdepictingtrends,theverticalaxisisusedtoshowthetimeorquantitymeasured;
thehorizontalaxisisusedtoshowamounts.(×
Thebarscanbeconstructedonlyvertically.(×
Asimplebargraphisusefulforcomparingmorethanonesetofdataatvariouspointsintime.(×
Providingaphotographoftheassembledbicyclewouldprovideenoughdetailtogetthebicycleputtogetherproperly.(×
Themoredetailandunnecessaryinformationyouinclude,themoreyouraudiencewillwanttolookatyourvisual.(×
Donotoverdothecolorsothatitbecomesadistraction.(√)
Youcanpreparealargenumberofvisualaidsforyouraudiencetobetterunderstand.(×
Youcanpreparejustfewvisualaidsforyouraudiencetobetterunderstand.(×
Faceyourvisualaidswhenyouusethemduringyourpresentation.(×
Youcanpresentyourvisualaidsatanytimeyouwant.(×
Ifyouwanttoshowlinesofauthorityandrelationshipsamongdepartments,youcanuseanorganizationchart.(√)
Inacompany,youonlydealwithexternalcustomers.(×
Internalcustomersarelessimportantthanexternalcustomers.(×
Maintainingcustomercontactinawaythatsatisfiesthecustomerisnotasimportantassellingaproducttothatcustomer.(×
Oneofthemostimportantfactorsincustomerserviceisbuildingarelationshipoftrustwithcustomer(√)
Giveyourcustomersonlyonewaytocommunicatewithyou.(×
Acustomerserviceprovidercanguessinformationwhenitisimpossibletorespondtothecustomerimmediately.(×
Acustomerserviceprovidercannotsay“Idon’tknow.”tocustomers.(×
Acustomerserviceproviderwhocannotanswertheinquiryimmediatelyisnotresponsibleforfollowingupandprovidingthecustomerwiththerequestedinformation.(×
Ifthefollow-upworktakeslongerthanexpected,acustomerserviceprovidershouldcontactthecustomertoletherknowthatherinquiryisstillmovingforward.(√)
Inatrulycustomer-orientedenvironment,employeeshavetheauthoritytodo“whateverittakes”toattractandkeepcustomers.(√)
Aservicecultureisacombinationofcustomer-focusedpoliciesandattitudesthatpenetrateacompany,onlyfromtheexecutiveoffices.(×
Regardlessofthesituation,greetcustomersinafriendly,respectfulmanner.(√)
Youhavetowininaconversationwithaniratecustomer.(×
Thebestpolicyforserviceprovidersistoeducatethemselvesabouttheirowncultures.(×
Avoidtappingyourfingersorfidgetingwithapenwhenlistening.(√)
Ifyouareunabletoactonthecustomer’srequestrightaway,explainwhy.(√)
Mistakeshappen,andwhentheydo,agoodcustomerserviceprovideracknowledgesthemistakebyapologizing.(√)
Blamingisunprofessional,neitherargument.(√)
Fullydisclosealltheinformationyourcustomersneedtomakeinformeddecisions,andyouradvicefitsyourownneeds.(×
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