interrupted to speak to me!” You should say,

A. “I told you she was in conference!”

B. “I don’t know quite what to do; I’ll go into the conference and ask.”

C. “Oh, I’m sorry, I’ll put you right through.”

D. “Mrs. Wilson cannot be contacted now, but I will give her your name and number as soon as

possible.”

20. Which one of the following refers to the people who truly influence decision making within a company,

regardless of their position on the company’s organizational chart?

A. Human resource team

B. Organizational team

C. Informational task force

D. Informal chain of command

21. To properly address a business envelope, you should use

A. boldface type for the zip code.

B. a flush-right margin.

C. all capital letters

D. four spaces between the city and state.