Deck 19: Writing Correspondence, Emails and Short Reports

Question 1

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

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

Answer 1

A

Question 2

A business letter is considered successful if

A) it conveys the information in a business-like way.
B) the receiver acts on it without undue delay.
C) it gets the expected response.
D) it is set out in standard business format.

Answer 2

C

Question 3

The start of the body of a business letter should

A) inform the reader of the purpose of the letter.
B) contain the salutation and a subject line.
C) present details and information clearly and concisely.
D) catch the reader's attention after opening courteously.

Answer 3

D

Question 4

The 3 × 3 writing process is a

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 5

A memo is

A) the standard format of communication within an organisation.
B) the standard format of communication within and outside an organisation.
C) the formal communication mode within an organisation.
D) the formal communication mode within and outside an organisation.

Question 6

Effective letter writing requires short sentences with a length of

A) 10-15 words.
B) 5-10 words.
C) 20-25 words.
D) 15-20 words.

Question 7

What is not included in a letterhead?

A) The company name, address and email address
B) The company logo and telephone number
C) The name, address, and email address of the sender
D) The reference number and writer's telephone extension

Question 8

What is 'layout' in business writing?

A) The arrangement of information on a page
B) The frame for the body of a business letter
C) The structure of a thesis
D) The graphics used in a business report

Question 9

The plain English writing style in business letters includes the following features:

A) straightforward layout, plain English language and assertive tone.
B) colloquial language, passive voice and logical structure.
C) positive language, clear expression and courteous tone.
D) the passive voice only, 15-20 words per sentence and low Fog index.

Question 10

What is the difference between the 'open style' and the 'mixed style' in punctuation for business letters?

A) Whether or not there is a comma after 'Yours sincerely'
B) Whether or not there is a comma after the salutation and the complimentary close
C) Whether or not there is a comma after 'Yours faithfully'
D) Whether or not there are commas throughout the body of the letter

Question 11

The complimentary close in a business letter should match

A) the form of address used in the salutation.
B) the reader's expectations of a business letter.
C) the needs of the writer to make a strong point.
D) none of the above.

Question 12

A business letter with a full block layout format

A) must have open style punctuation.
B) must have mixed style punctuation.
C) places the sender's address and the date against the right margin.
D) places everything in the letter against the left margin.

Question 13

Which writing style is suitable because it speaks personally to a reader?

A) Use of an active voice
B) Use of inclusive language
C) Use of the 'you' approach
D) Use of technical terms

Question 14

Four important aspects of business letter writing style are

A) word choice, letter format, brevity and unity of purpose.
B) organisation, emphasis, clarity and forthrightness.
C) logic, white space, balance and purpose.
D) letterhead, date, salutation and call to action.

Question 15

What are the three main types of business letters?

A) Business, promotional and application
B) Good news, bad news and persuasive
C) Memos, short reports and emails
D) Informational, request and acknowledgement

Question 16

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

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 17

Why do you need to make a successful combination of opening and closing paragraphs in the body of the business letter?

A) To follow writing conventions
B) To catch the reader's attention and interest and prompt the response you seek
C) To showcase your successful writing skills
D) To develop the point you need to make

Question 18

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

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.

Question 19

What are common errors in writing business letters?

A) Using familiar words, short sentences and paragraphs
B) Using familiarity and courtesy
C) Being insincere and negative
D) Including a call to act in closing

Question 20

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

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 21

A comma should never be used after the salutation in a business letter.

Question 22

Describe the eight basic components of a business letter and explain the purpose of each one.

Question 23

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

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 24

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

Question 25

To avoid a sluggish effect in a business letter, use the passive voice.

Question 26

It is acceptable to write the date as, for example, 10/8/20.

Question 27

What are the features of full block layout for a letter? What are the advantages of full block layout?

Question 28

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

Question 29

The body of a business letter displays the official name, address, telephone, email address and logo, usually at the top of the page.

Question 30

All companies include a reference (Our Ref. or Your Ref.) and telephone extension in their letterhead.

Question 31

The negative expression, 'it is not unlikely that …' can accurately be replaced by the positive

A) 'It is likely that …'
B) 'It is possible that …'
C) 'It is almost certain that …'
D) 'It is certain that...'

Question 32

Full block layout is an attractive and modern layout that is easy to read.

Question 33

Identify at least three errors you should avoid when writing a business letter.

Question 34

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

Question 35

The attention line is the writer's greeting to the receiver.

Question 36

The writing style suited to the body of the letter is the 'you' approach because it speaks personally to the reader and has a direct impact on the reader.

Question 37

In a business letter, the introduction should state the action to be taken by the reader.

Question 38

The subject line should be around ten to fifteen words in length.

Question 39

A letter of introduction asks others to share information and ideas.

Question 40

Memos are rarely sent between people working in different organisations.

Question 41

Which of the following seeks a specific action?

A) Letter of enquiry
B) Letter of request
C) Letter of acknowledgement
D) Letter of introduction

Question 42

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

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 43

In a bad-news letter, you should close the letter by referring again to the bad news and repeating your apology.

Question 44

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.

Question 45

To recognise the actions of another, use a letter of enquiry.

Question 46

Both writers and readers can benefit from the explanation of the reasons behind the refusal.

Question 47

In writing a bad-news letter, you should state a refusal clearly.

Question 48

An order refusal declines a request.

Question 49

Briefly explain the order of information in a good-news letter. Identify four types of good-news letters.

Question 50

Explain the 'you' approach in writing and justify its use.

Question 51

A letter of request asks others to share information and ideas.

Question 52

The appropriate writing strategy for good news or neutral letters is

A) the circular order of information.
B) the circuitous order of information.
C) the direct order of information.
D) the indirect order of information.

Question 53

How can cultural differences impact the drafting of a letter? Give examples.

Question 54

One difference between a good-news letter and a bad-news letter is the order of information-direct or indirect.

Question 55

The best way to deliver bad news in a letter is

A) to adopt a direct order of information.
B) to adopt an indirect order of information.
C) to adopt an informal tone.
D) to adopt a formal tone.

Question 56

What is the purpose of the indirect order of information?

A) To maintain 'face' for the writer
B) To maintain the reader's goodwill
C) To please the reader
D) To strengthen the writer's purpose

Question 57

Compare and contrast a request, an inquiry and an acknowledgement in a business letter.

Question 58

Why is it important to identify the purpose of a letter before you begin writing? What are the implications for your letter if you do not first identify the purpose?

Question 59

What is a letter of introduction? Explain how this type of letter creates a link between the sender and receiver.

Question 60

In order to soften the bad news,

A) you need to give valid reasons for the refusal.
B) you need to detract from the bad news and make some indirect or irrelevant points.
C) you should use humour.
D) use some friendly expressions.

Question 61

Why is the indirect order of information used in bad-news letters?

Question 62

Types of appeals found in persuasive letters are appeals to

A) power, status and gain.
B) intellect, emotion and authority.
C) benefits, losses, potential benefits and losses.
D) inclusion, exclusion, status and vanity.

Question 63

Describe the characteristics of an effective sales letter. What are the different ways of gaining attention in the first sentence or paragraph of a sales letter? Describe one way of creating desire for the product in a sales letter.

Question 64

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

Question 65

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

Question 66

The time taken for the process of communication to develop from a reminder to the urgency stage when writing collection letters depends on

A) the type of credit account.
B) the company's knowledge of the debtor.
C) the organisation's collection policies.
D) all of the above.

Question 67

A persuasive letter is written to influence the reader to take some action.

Question 68

What do persuasive letters aim to do, and why is the AIDA formula used?

Question 69

Persuasive letters are written when

A) the writer is resistant to writing other types of letters.
B) the writer wants to change an attitude in the reader.
C) the writer wants to take action on behalf of the reader.
D) the writer wants to inform the reader about the outcome of a complaint.

Question 70

Use a credit refusal to reject a request for a loan.

Question 71

The disadvantages of producing a routine memo include that

A) memos cost a lot to produce and lack immediate feedback.
B) memos can be used as political tools.
C) memos are not as efficient as personal interactions.
D) memos are not regarded as formal communication tools.

Question 72

To decline a request, use an adjustment refusal.

Question 73

Using generalisations and making comparisons between unlike events is characteristic of an objective appeal.

Question 74

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

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.

Question 75

Identify three types of bad-news letters and explain the purpose of each.

Question 76

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

Question 77

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

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

Question 78

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

Question 79

Persuasive letters aim to move the recipient towards taking some course of action. The strategy for this is to

A) offer a list of benefits or gains and/or warn of the likely consequences such as a loss or potential loss if no action is taken.
B) provide the recipient with an explanation of what is required, why it is required and indicate what they need to do.
C) get the reader's attention, outline or explain the benefits to them and then ask them to act to meet their desire to obtain the benefits.
D) plan the letter so that there is a list of points for taking a particular course of action then present the letter to the recipient.

Question 80

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