商务交际英语2Word格式.docx

商务交际英语2Word格式.docx

《商务交际英语2Word格式.docx》由会员分享，可在线阅读，更多相关《商务交际英语2Word格式.docx（31页珍藏版）》请在冰豆网上搜索。

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.（×

Give