Question 1

Which of the following illustrates the correct way of writing the complimentary closing of a letter using standard punctuation?

Accepted Answer

A)  cordially, 
B)  Cordially yours 
C)  CORDIALLY 
D)  Cordially yours, 
A)  cordially, 
B)  Cordially yours 
C)  CORDIALLY 
D)  Cordially yours, D

Question 2

Which of the following is a disadvantage of using a preprinted reply card?

Accepted Answer

A)  It does not enable the writer to personalize his or her responses. 
B)  It does not enable the writer to respond promptly to customer requests. 
C)  It does not enable the writer to be efficient when faced with a large volume of requests. 
D)  It does not enable the writer to fill in responses quickly. 
A)  It does not enable the writer to personalize his or her responses. 
B)  It does not enable the writer to respond promptly to customer requests. 
C)  It does not enable the writer to be efficient when faced with a large volume of requests. 
D)  It does not enable the writer to fill in responses quickly. A

Question 3

When writing step-by-step instructions, writers should:

Accepted Answer

A)  use complete sentences rather than phrases. 
B)  present all the "what-ifs" so that the instructions are complete. 
C)  define unfamiliar terms and explain complicated items. 
D)  avoid testing their instructions by having someone read them. 
A)  use complete sentences rather than phrases. 
B)  present all the "what-ifs" so that the instructions are complete. 
C)  define unfamiliar terms and explain complicated items. 
D)  avoid testing their instructions by having someone read them. C

Question 4

Which of the following best illustrates the European or military style date line?

Accepted Answer

A)  Dec. 10th 2010 
B)  December 10, 2010 
C)  10 December 2010 
D)  2010, Dec. 10th 
A)  Dec. 10th 2010 
B)  December 10, 2010 
C)  10 December 2010 
D)  2010, Dec. 10th

Question 5

Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:

Accepted Answer

A)  use negative words to deny the requested loan. 
B)  blame the customer for his or her inability to repay the requested loan. 
C)  use the indirect approach. 
D)  start the message with the bad news. 
A)  use negative words to deny the requested loan. 
B)  blame the customer for his or her inability to repay the requested loan. 
C)  use the indirect approach. 
D)  start the message with the bad news.

Question 6

In business communication, whenever you respond to a request letter, you should look for possible ways to make a sale.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following practices will NOT be considered unprofessional when writing a formal e-mail?

Accepted Answer

A)  Using emoticons or smileys to personalize the e-mail message 
B)  Using all-capital letters or all lowercase letters in the e-mail 
C)  Ending the e-mail with just the first name rather than a complimentary closing 
D)  Keeping the subject line of the e-mail empty 
A)  Using emoticons or smileys to personalize the e-mail message 
B)  Using all-capital letters or all lowercase letters in the e-mail 
C)  Ending the e-mail with just the first name rather than a complimentary closing 
D)  Keeping the subject line of the e-mail empty

Question 8

Sharon, an employee at Coral Triangle Inc., wants to inform the company's senior management that her high revenue-generating project is progressing well and may be completed before the scheduled date. Which of the following practices should she avoid when addressing the senior management through e-mail?

Accepted Answer

A)  She should avoid using a more formal tone. 
B)  She should avoid using contractions like "you'll" and "here's." 
C)  She should avoid using the direct approach to inform senior management about the good news. 
D)  She should avoid using words like "efficient," "progress," and "guarantee" in the e-mail. 
A)  She should avoid using a more formal tone. 
B)  She should avoid using contractions like "you'll" and "here's." 
C)  She should avoid using the direct approach to inform senior management about the good news. 
D)  She should avoid using words like "efficient," "progress," and "guarantee" in the e-mail.

Question 9

Discuss, with the help of examples, how different salutations are used in business letters.

Accepted Answer

Student answers will vary.
a) The saluta

Question 10

_____ are printed forms of memos used to channel messages to specific people within organizations.

Accepted Answer

The answer of _____ are printed forms of memos used...

Question 11

Briefly describe the guidelines to ensure your e-mail messages convey a professional image of you and your company.

Accepted Answer

Limit your e-mail message to one topic w

Question 12

Identify the four potential reactions that the receivers of your written messages may have? How can you plan your messages to suit each potential reaction?

Accepted Answer

The first step in planning a business me

Question 13

Memos can be used for the purposes of requesting, informing, and reporting, but they cannot be used for the purpose of reminding.

Accepted Answer

A) True 
 B)False

Question 14

When you expect the reader to be displeased, unwilling, or even hostile to your message, use the _____ approach.

Accepted Answer

The answer of When you expect the reader to be...

Question 15

Which of the following practices is unnecessary when writing a memo?

Accepted Answer

A)  Omitting courtesy titles and salutations on the memo 
B)  Placing the distribution list at the end of the memo 
C)  Typing the guide words in the memo in all-capital letters 
D)  Typing or signing full name at the end of the memo 
A)  Omitting courtesy titles and salutations on the memo 
B)  Placing the distribution list at the end of the memo 
C)  Typing the guide words in the memo in all-capital letters 
D)  Typing or signing full name at the end of the memo

Question 16

If your e-mail message is an announcement or information that requires no response, use the word "REQUEST" in all caps as the first word in the subject line.

Accepted Answer

A) True 
 B)False

Question 17

Bill is the customer relationship manager at a travel agency. One of his customers, Sarah, has won a free holiday through the company's lucky draw. Bill is required to give her the good news. Which of the following approaches should Bill use to deliver the good news?

Accepted Answer

A)  The direct approach 
B)  The indirect approach 
C)  The persuasive approach 
D)  The hard-sell approach 
A)  The direct approach 
B)  The indirect approach 
C)  The persuasive approach 
D)  The hard-sell approach

Question 18

An effective memo heading contains the MEMO TO, FROM, DATE, and SUBJECT, which are collectively referred to as the _____.

Accepted Answer

The answer of An effective memo heading contains the MEMO...

Question 19

It is advisable to mark all e-mail messages "URGENT" as it guarantees that the recipients will respond immediately.

Accepted Answer

A) True 
 B)False

Question 20

To give a memo a more professional appearance, the guide word "SUBJECT" should be abbreviated to "SUB."

Accepted Answer

A) True 
 B)False

Which of the following illustrates the correct way of writing the complimentary closing of a letter using standard punctuation?

Which of the following is a disadvantage of using a preprinted reply card?

When writing step-by-step instructions, writers should:

Which of the following best illustrates the European or military style date line?

Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:

In business communication, whenever you respond to a request letter, you should look for possible ways to make a sale.

Which of the following practices will NOT be considered unprofessional when writing a formal e-mail?

Discuss, with the help of examples, how different salutations are used in business letters.

_____ are printed forms of memos used to channel messages to specific people within organizations.

Briefly describe the guidelines to ensure your e-mail messages convey a professional image of you and your company.

Identify the four potential reactions that the receivers of your written messages may have? How can you plan your messages to suit each potential reaction?

Memos can be used for the purposes of requesting, informing, and reporting, but they cannot be used for the purpose of reminding.

When you expect the reader to be displeased, unwilling, or even hostile to your message, use the _____ approach.

Which of the following practices is unnecessary when writing a memo?

If your e-mail message is an announcement or information that requires no response, use the word "REQUEST" in all caps as the first word in the subject line.

Bill is the customer relationship manager at a travel agency. One of his customers, Sarah, has won a free holiday through the company's lucky draw. Bill is required to give her the good news. Which of the following approaches should Bill use to deliver the good news?

An effective memo heading contains the MEMO TO, FROM, DATE, and SUBJECT, which are collectively referred to as the _____.

It is advisable to mark all e-mail messages "URGENT" as it guarantees that the recipients will respond immediately.

To give a memo a more professional appearance, the guide word "SUBJECT" should be abbreviated to "SUB."

Communicating in Everyday Life

Interpreting Communication

Communicating Globally

Exploring Language Elements

Mastering Nouns and Pronouns

Expanding Language Skills

Applying the Mechanics of Style

Sharpening Writing Skills

Writing Specific Communications

Preparing and Writing Reports

Working With Technology

Communicating With Customers

Developing Presentation Skills

Searching for Jobs

Interviewing and Employment Issues

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Exam 9: Writing E-Mails, Memos, and Letters

Which of the following illustrates the correct way of writing the complimentary closing of a letter using standard punctuation?

Which of the following is a disadvantage of using a preprinted reply card?

When writing step-by-step instructions, writers should:

Which of the following best illustrates the European or military style date line?

Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:

In business communication, whenever you respond to a request letter, you should look for possible ways to make a sale.

Which of the following practices will NOT be considered unprofessional when writing a formal e-mail?

Discuss, with the help of examples, how different salutations are used in business letters.

_____ are printed forms of memos used to channel messages to specific people within organizations.

Briefly describe the guidelines to ensure your e-mail messages convey a professional image of you and your company.

Identify the four potential reactions that the receivers of your written messages may have? How can you plan your messages to suit each potential reaction?

Memos can be used for the purposes of requesting, informing, and reporting, but they cannot be used for the purpose of reminding.

When you expect the reader to be displeased, unwilling, or even hostile to your message, use the _____ approach.

Which of the following practices is unnecessary when writing a memo?

If your e-mail message is an announcement or information that requires no response, use the word "REQUEST" in all caps as the first word in the subject line.

Bill is the customer relationship manager at a travel agency. One of his customers, Sarah, has won a free holiday through the company's lucky draw. Bill is required to give her the good news. Which of the following approaches should Bill use to deliver the good news?

An effective memo heading contains the MEMO TO, FROM, DATE, and SUBJECT, which are collectively referred to as the _____.

It is advisable to mark all e-mail messages "URGENT" as it guarantees that the recipients will respond immediately.

To give a memo a more professional appearance, the guide word "SUBJECT" should be abbreviated to "SUB."

Communicating in Everyday Life

Interpreting Communication

Communicating Globally

Exploring Language Elements

Mastering Nouns and Pronouns

Expanding Language Skills

Applying the Mechanics of Style

Sharpening Writing Skills

Writing Specific Communications

Preparing and Writing Reports

Working With Technology

Communicating With Customers

Developing Presentation Skills

Searching for Jobs

Interviewing and Employment Issues

Filters