FOREIGN TRADE UNIVERSITY FINAL EXAM PAPER’ FACULTY OF BUSINESS ENGLISH NgOn ngér Kinh t& Thuong mgi 3: Gia COURSE: VJP204 Ste ee cae Barat Full-time Class: ‘VsP204(K57VJ Date: 24/07/2021 Tim Nace caiegs Duration: 70 minutes (aol include pape PART 1 (20 marks): Choose the best answer among A, B, C, or D 1. Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn’t get the position for which she interviewed? ‘Thank you for your application of March 13, wherein you applied for the medical clerk position. b. Weare very sorry to have to tell you that the medical clerk position has been filled. ©. We enjoyed meeting you last week to discuss your qualifications for the medical clerk position. 4. Weare thrilled to have an applicant with your exceptional qualifications. 2. For which of the following situations would a letter be more appropriate than an e-mail message? a, Requesting information about a product ». Replying to a customer's e-mail asking about available shipping methods ¢. Thanking your boss for a birthday gift she gave you 4, Telling all employees how to purchase parking permits 3. The bad feelings associated with disappointing news can generally be reduced if the receiver believes that the matter was treated seriously and fairly. b. feels that the news was revealed sensitively c. knows the reasons for the rejection. d. All of these choices. 4. Which of the following is the most accurate statement about e-mail messages in the workplace? a, E-mail has made paper-based documents obsolete in today's workplace. bb. Because e-mail is such an informal communication channel, today's e-mail users are encouraged to ignore stylistic and grammatical considerations. ©. Attaching a PDF file to an e-mail message ensures that the message received looks exactly as the writer intended it. 4d. The telephone is twice as likely as e-mail to be used to communicate at work. 5. The statement Did you know you can get home delivery of The Wall Street Journal for 40 percent less than the newsstand price? a. builds interest with an expert opinion, b, motivates action by telling readers how to save money. ‘c. galns attention by asking a question that focuses on reader benefits 4. presents an indirect benefit. 6. Henry is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already revised his letter for clarity and has proofread the letter for correctness. What work remains for Henry in this phase? a. Decide on the letter’s organization. b. Prepare a cluster diagram. ¢. Evaluate the effectiveness of the letter from the reader's standpoint, 4. Cheek for typos.7. Victoria has asked your advice to make sure that the content and tone of her e-mail messages are professional. What would you tell her? ‘a. Use humor in your messages to make them enjoyable to read. '. Don't send anything you wouldn't want published. ¢. Don’t worry about grammar, punctuation, and spelling unless you're writing to people outside the organization. 4. Use e-mail to avoid personal contact with your colleagues in order to save them time. 8. Gemma is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company’s network. Which is the best opening statement for her letter? a. [read abou your new malware removal program on TechnologyReview.com. b. Our company has recently become the victim of malware, and I have been assigned to do something about it. ©. Please answer the following questions about your new malware removal program. 4. Zam hoping you wil Be able to provide more information about one of your new products. 9. Which of the following sentences best motivates action in a persuasive message? 8. We know that you'll want your employees to complete our ethics training program, so we'll drop by tomorrow to finalize the contract. b. Ifyou think that our ethics training program might benefit your employees, we hope you'll consider hiring us. ©. The ethics wraining we provide will help your employees effectively resolve workplace-related ethical dilemmas. Please call me by August I so that your training sessions can begin by August 15. 4. All ofthese choices would effectively motivate action 10. Which of the following situations requires an indirect strategy? 8. An invitation to a local politician to speak at your professional organization's awards banquet b. An e-mail message asking for information about membership in a professional organization ©. A letter requesting a copy of your eredit report 4d. All of these choices should use an indirect strategy. PART II (20 marks): Say if the following statements are True (T) or False (F) 1. A message rejecting a request for favors, money, information, or action should begin with a statement such as Because our annual budget has already been approved, we are unable to donate to your worthwhile cause this year. 2. A statement such as Even though we normally don't repair printers that have been mishandled by their ‘owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity. 3. Because we value loyal customers like you, we have enclosed a coupon for $20 off your next meal at Outback Steakhouse is an effective closing statement for a negative-news message. 4, Most business messages are positive, straightforward communi convey goodwill ions that conduct everyday business and 5. The first step when writing a sales leter is to analyze the product and the purpose for writing. 6. Type your name atthe bottom of an e-mail message only when you are writing to someone you don’t know. 7. Action information, including deadline dates, should be placed in the body of a routine request message, 8. A successful and practical persuasive message shows receivers how your request will help them solve a problem, achieve a personal or work objective, or make life easier. 2. Last month our technical support personnel handed an additional 200 calls; that higher call volume increased our customer wait time per call by 15 percent is an example of an effective opener for a Persuasive message recommending a solution to this problem,10, An effective closing for a perst claim adjustment letter is J hope that you will take care of my ‘request at your earliest convenience. PART Il (60 marks): Analyze the following poorly written claim letter. List its weaknesses and revise it. January 5 2019 Mr. Jason M. Amato TEK Copier Solutions 13429 North $9th Avenue Glendale, AZ 85307 Dear Sir: | hate to write to you with a complaint, but my company purchased four of your Multifunction SXS00 Photocopiers, and we've had nothing but trouble ever since. ‘Your salesperson, Gary Kazan, assured us that the Multifunction SX500 could easily handle our volume of 3,000 copies a day. This seemed strange since the sales brochure said that the Multifunction SX500 was meant for 500 copies a day. But we put our faith in Mr. Kazan. What a mistake! Our four SX copiers are down constantly, and we can’t go on like this. Because they are still under warranty, they eventually get repaired. But we are losing considerable business in downtime, Because your Mr. Kazan has been less than helpful, I telephoned the distriet manager, Victor Martineau. I Suggested that we trade in our Multifunction SX500 copiers (which we got for $2,500 each) on two Multifunction XX800 models (at $13,500 each). However, Mr. Martineau said he would have to charge 50 Percent depreciation on our SXSO0 copiers. What a rip-off! I think that 20 percent depreciation is more reasonable since we've had the machines only three months. Mr. Martineau said he would get back to me, and I haven't heard from him since. Now I'm forced to write to your headquarters because I have no faith in either Ms. Kazan or Mr, Martineau, and I need to see some action on these machines. If you understood anything about business, you would see What a sweet deal I'm offering you. I'm willing to stick with your company and purchase your most expensive model—but I can’t take such a steep loss on the SX500 copiers. These copiers are relatively new; you should be able to sell them with no trouble. And think of all the money you will save by not having your repair technicians making constant trips to service our underpowered Multifunction SX500 copiers! Please let me hear from you immediately, Sincerely yours, EXAM PAPER APPROVAL COURSE DIRECTOR