Question 1

In a business letter the 'Yours sincerely' complimentary close is normally used when

Accepted Answer

A)  the person's name is known. 
B)  you write to someone in the organisation who you do not personally know. 
C)  you open with 'Dear Sir' or 'Dear Madam'. 
D)  you write to a group of people to whom you have sent a standardised letter. 
A)  the person's name is known. 
B)  you write to someone in the organisation who you do not personally know. 
C)  you open with 'Dear Sir' or 'Dear Madam'. 
D)  you write to a group of people to whom you have sent a standardised letter. A

Question 2

A letter that would most likely motivate a reader to act is

Accepted Answer

A)  a collection letter. 
B)  a sales letter. 
C)  a credit letter. 
D)  a refusal. 
A)  a collection letter. 
B)  a sales letter. 
C)  a credit letter. 
D)  a refusal. A

Question 3

The purpose of the AIDA formula in the order of information is

Accepted Answer

A)  to catch the attention and interest of the reader and their desire and willingness to take action. 
B)  to help readers' understanding and draw their attention to the writer. 
C)  to inform the reader and request data from them. 
D)  to appeal to the reader's values and create desire for a product or a service. 
A)  to catch the attention and interest of the reader and their desire and willingness to take action. 
B)  to help readers' understanding and draw their attention to the writer. 
C)  to inform the reader and request data from them. 
D)  to appeal to the reader's values and create desire for a product or a service. A

Question 4

What is the first step in the development of any business letter?

Accepted Answer

A)  Decide why the recipient is to get the letter 
B)  Write down the points that are going to be made 
C)  Write down what is going to be said 
D)  Write a draft 
A)  Decide why the recipient is to get the letter 
B)  Write down the points that are going to be made 
C)  Write down what is going to be said 
D)  Write a draft

Question 5

The two main types of layout are full block layout and mixed block layout.

Accepted Answer

A) True 
 B)False

Question 6

The order and essential parts of the first part of a business letter layout are the

Accepted Answer

A)  date, inside address, writer's name and address, salutation. 
B)  inside address, date, writer's name and address, salutation. 
C)  writer's name and address, date, inside address, salutation. 
D)  reference initials, writer's name and address, date, inside address. 
A)  date, inside address, writer's name and address, salutation. 
B)  inside address, date, writer's name and address, salutation. 
C)  writer's name and address, date, inside address, salutation. 
D)  reference initials, writer's name and address, date, inside address.

Question 7

Effective sales letters are usually three to four pages, with extra information included as enclosures or attachments.

Accepted Answer

A) True 
 B)False

Question 8

Why should you avoid placing a refusal in the last sentence of a letter?

Accepted Answer

A)  Reader behaviour research suggests that people do not usually read the entire letter. 
B)  The letter needs to be closed positively to foster goodwill. 
C)  The bad news should be placed at the beginning of the letter to save reading time. 
D)  Reasons for the refusal must be seen first so that the reader does not demand compensation. 
A)  Reader behaviour research suggests that people do not usually read the entire letter. 
B)  The letter needs to be closed positively to foster goodwill. 
C)  The bad news should be placed at the beginning of the letter to save reading time. 
D)  Reasons for the refusal must be seen first so that the reader does not demand compensation.

Question 9

The appeal to autonomy is one of the appeals most often used in persuasive letters.

Accepted Answer

A) True 
 B)False

Question 10

Which strategies need to be adopted when writing to international recipients?

Accepted Answer

A)  Use short, simple one-idea sentences 
B)  Use acronyms and sports and military analogies 
C)  Use emotive words and superlatives 
D)  Use formal language 
A)  Use short, simple one-idea sentences 
B)  Use acronyms and sports and military analogies 
C)  Use emotive words and superlatives 
D)  Use formal language

Question 11

As a writing strategy, the subject line helps to focus the reader's attention on the letter's content.

Accepted Answer

A) True 
 B)False

Question 12

The 3 × 3 writing process is a

Accepted Answer

A)  metaphor which is used in most writing. 
B)  writing approach for organising and structuring documents. 
C)  systematic plan for developing all written and spoken business communications. 
D)  writing technique which guides the appropriate use of language. 
A)  metaphor which is used in most writing. 
B)  writing approach for organising and structuring documents. 
C)  systematic plan for developing all written and spoken business communications. 
D)  writing technique which guides the appropriate use of language.

Question 13

The use of email should be avoided in situations when

Accepted Answer

A)  sending detailed or complicated information. 
B)  delivering bad news, sensitive news or when you are angry. 
C)  sending material that might be forwarded to others. 
D)  sending material that is not interesting to all possible readers. 
A)  sending detailed or complicated information. 
B)  delivering bad news, sensitive news or when you are angry. 
C)  sending material that might be forwarded to others. 
D)  sending material that is not interesting to all possible readers.

Question 14

Email is

Accepted Answer

A)  the second most widely used application on the Internet. 
B)  a system of transmitting messages from computer to computer. 
C)  a record of correspondence. 
D)  used only for informal communication. 
A)  the second most widely used application on the Internet. 
B)  a system of transmitting messages from computer to computer. 
C)  a record of correspondence. 
D)  used only for informal communication.

Question 15

An appeal to authority suggests security and safety, and offers prestige.

Accepted Answer

A) True 
 B)False

Question 16

A sales letter involves persuasive writing whereas a collection letter does not.

Accepted Answer

A) True 
 B)False

Question 17

In a business letter, what makes the salutation more personal?

Accepted Answer

A)  The month of the year is fully spelled out. 
B)  An attention line is placed three lines below the inside address. 
C)  The reader's address is put at the beginning if the writer knows the reader. 
D)  The first name of the reader is used if the writer knows the reader. 
A)  The month of the year is fully spelled out. 
B)  An attention line is placed three lines below the inside address. 
C)  The reader's address is put at the beginning if the writer knows the reader. 
D)  The first name of the reader is used if the writer knows the reader.

Question 18

The appropriate tone in a business letter displays courtesy towards the reader and confidence in the correspondence.

Accepted Answer

A) True 
 B)False

Question 19

In order to keep the goodwill of the receiver, a refusal in a bad-news letter should be put at the end of the letter.

Accepted Answer

A) True 
 B)False

Question 20

Persuasive writing is used in sales letters, credit communications, collection letters, job applications and cover letters to resumes.

Accepted Answer

A) True 
 B)False

Exam 19: Writing Correspondence, Emails and Short Reports

In a business letter the 'Yours sincerely' complimentary close is normally used when

A letter that would most likely motivate a reader to act is

The purpose of the AIDA formula in the order of information is

What is the first step in the development of any business letter?

The two main types of layout are full block layout and mixed block layout.

The order and essential parts of the first part of a business letter layout are the

Effective sales letters are usually three to four pages, with extra information included as enclosures or attachments.

Why should you avoid placing a refusal in the last sentence of a letter?

The appeal to autonomy is one of the appeals most often used in persuasive letters.

Which strategies need to be adopted when writing to international recipients?

As a writing strategy, the subject line helps to focus the reader's attention on the letter's content.

The 3 × 3 writing process is a

The use of email should be avoided in situations when

Email is

An appeal to authority suggests security and safety, and offers prestige.

A sales letter involves persuasive writing whereas a collection letter does not.

In a business letter, what makes the salutation more personal?

The appropriate tone in a business letter displays courtesy towards the reader and confidence in the correspondence.

In order to keep the goodwill of the receiver, a refusal in a bad-news letter should be put at the end of the letter.

Persuasive writing is used in sales letters, credit communications, collection letters, job applications and cover letters to resumes.

Communication Foundations

Interpersonal Communication

Emotional Intelligence: Managing Self and Relationships

Negotiation and Conflict Management

Intercultural Communication

Communication Across the Organisation

Leadership

Team and Work Group Communication

Effective Meetings: Face-To-Face and Virtual

Customer Engagement

Public Relations

Managing Big Data and Knowledge

Researching and Processing Information

Conducting Surveys and Questionnaires

Critical Thinking, Argument, Logic and Persuasion

Communicating Through Visuals

Oral Presentations and Public Speaking

Writing for the Professions

Writing Long Reports

Writing Reflective Journals

Academic Writing

Social Media

Writing for the Web

The Job Search, Résumés and Interviews in the Digital Era

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