Deck 10: Memos and Letters

Question 1

Avoid using PDF for digital email delivery.

Answer 1

False

Question 2

An__________ letter is written in response to a claim letter from a customer.

Answer 2

adjustment

Question 3

In an adjustment letter,

A) offer an incentive if appropriate.
B) apologize in passive voice.
C) use active voice to explain the customer's mistake.
D) offer an incentive, if appropriate, and apologize in passive voice.
E) All of these answers are correct.

Answer 3

A

Question 4

A transmittal memo

A) is always sent separately from other documents.
B) is usually several pages long.
C) provides a signal that information has been sent from one place to another.
D) a and b.
E) a, b, and c.

Question 5

Memos

A) are commonly addressed to people outside a company.
B) provide appropriate formality for the workplace.
C) should always take a direct approach.
D) should be sent via paper rather than email.
E) None of these answers are correct.

Question 6

Inquiry letters are always unsolicited.

Question 7

Which of the following statements about inquiry letters is least accurate?

A) Address the letter to a specific person.
B) Provide all of your contact information so that you can be reached easily.
C) Do not enclose a self-addressed, stamped envelope as doing so is presumptuous.
D) Say thank you and offer to follow up.
E) All of these answers are correct.

Question 8

Appeal to both logic and emotion in a sales letter.

Question 9

In standard letter format, the

A) enclosure notation appears before the complimentary closing.
B) inside address appears above the date.
C) sender's address is omitted.
D) sender's signature appears above the complimentary closing.
E) heading appears above the date.

Question 10

The "you" perspective in a letter is most appropriate

A) in the salutation.
B) in the first sentence of the letter.
C) in the concluding paragraph.
D) throughout the letter.
E) at no point.

Question 11

A letter's greeting (such as "Dear Mr. Frazier") is called the_________ .

Question 12

Informational memos are increasingly being sent via email.

Question 13

Memos are used to remind readers about events, provide information, and make requests.

Question 14

Letters are preferred for communicating outside an organization.

Question 15

An email "signature" is not legally binding.

Question 16

A_____________ memo accompanies a package of materials and indicates that information is being sent from one place to another.

Question 17

Many short letters are written directly into the body of an email message.

Question 18

In a claim letter,

A) use a direct approach for a routine claim.
B) never use an indirect approach.
C) avoid expressing goodwill and confidence in the company.
D) avoid asking for specific action for an arguable claim.
E) None of these answers are correct.

Question 19

Though your signature is required on a workplace letter, it does not indicate that you approve of the letter's contents.

Question 20

Idioms and informal language are not appropriate for international letter recipients.