Deck 4: Routine and Good-News Correspondence

Question 1

List three guidelines for correspondence.

Answer 1

keep to one topic, be brief, make sure the information is complete, keep the focus "you-centred," be positive

Question 2

When writing a business letter, if you don't know your intended reader's name, what should you do?

Answer 2

use a salutation such as Dear Sir or Madam, Dear Customer (or Client), Colleagues (or Members); use a subject line instead of a salutation; use simplified style

Question 3

What should you consider about your reader/recipient in regards to how direct your letter or memo is?

Answer 3

their cultural background

Question 4

What is a "throat clearer"?

Question 5

When you are using the pronoun you or your reader's name, what should you do?

Question 6

When should you use all capitals in a subject line?

Question 7

What is the basic pattern of a routine or good-news letter?

Question 8

When writing an address on an envelope, the proper format for "Ontario" is ____.

A) ON
B) ONT.
C) ON.
D) O.N.

Question 9

Why should you treat emails with the same care you would treat paper documents?

Question 10

What three components are not included when writing a memo?

Question 11

What is a goodwill statement?

Question 12

Which is not part of the basic pattern of the "put it up front" principle?

A) End with a goodwill statement
B) Put the most important points first
C) Include citations to outside sources
D) Give supporting details

Question 13

List ten common components of a letter.

Question 14

In the "direct approach," where is the key information given?

Question 15

IM and text don't replace _______________ for bad, embarrassing, or emotional news.

Question 16

Memos have no salutation, complimentary close, or signature block.

Question 17

Use the direct approach when responding with favourable or neutral information.

Question 18

In the full-block style, the date, close, and signature begin at the centre of the page, and each paragraph is indented five spaces.

Question 19

Use the tab button to indicate when a new paragraph begins.

Question 20

List three guidelines for creating effective email messages.

Question 21

All cultures respond positively to the direct approach in routine correspondence.

Question 22

Employers should write a letter of acknowledgement only to applicants they wish to interview.

Question 23

It is acceptable to use a list format in a letter of request.

Question 24

A bad-news letter should always use the indirect approach.

Question 25

It is a good idea to emphasize good news by putting it in a separate paragraph.

Question 26

It's always effective to give company policy as a reason for rejecting a claim.

Question 27

Email is the preferred medium for sending a collection letter.

Question 28

A "you-centred" message emphasizes you, the writer.

Question 29

A good-news letter should build up to the good news gradually.

Question 30

The first step in writing a collection letter is to assess if the debtor is a good or bad credit risk.

Question 31

Sales letters should follow the IDEA sequence.

Question 32

When rejecting a claim, begin by finding an area of agreement.

Question 33

It is standard practice to send a form letter to thank a guest speaker.