Deck 19: Writing Correspondence, Emails and Short Reports

Question 1

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 1

C

Question 2

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.

Answer 2

C

Question 3

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

Answer 3

C

Question 4

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 5

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 6

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 7

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 8

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 9

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

Question 10

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 11

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 12

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 13

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 14

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 15

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 16

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.

Question 17

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 18

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 19

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 20

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 21

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

Question 22

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 23

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 24

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

Question 25

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 26

Memos are rarely sent between people working in different organisations.

Question 27

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

Question 28

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

Question 29

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

Question 30

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

Question 31

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

Question 32

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

Question 33

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

Question 34

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 35

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

Question 36

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

Question 37

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

Question 38

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

Question 39

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

Question 40

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 41

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 42

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 43

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 44

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 45

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

Question 46

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 47

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

Question 48

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

Question 49

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 50

An order refusal declines a request.

Question 51

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 52

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 53

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 54

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

Question 55

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 56

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 57

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

Question 58

To decline a request, use an adjustment refusal.

Question 59

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

Question 60

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

Question 61

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

Question 62

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

Question 63

The word 'Report' is a suitable subject line if you are sending an email that contains a report to someone.

Question 64

Prioritising tasks would occur in which stage of the DRAFS strategy for managing email?

A) Delete
B) Reply
C) Act
D) Forward

Question 65

The three main short format reports used in business are

A) direct order report, indirect order report and routine order report.
B) overview report, incident report and periodic report.
C) formal short report, letter report and memorandum report.
D) chronological report, problem-solving report and options report.

Question 66

Short reports usually start with a purpose statement rather than introductory material because the receivers are usually aware of the subject matter.

Question 67

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 68

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

Question 69

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

Question 70

A formal email that accompanies or delivers information, such as a report, is

A) an instruction email.
B) a transmittal email.
C) an authorisation email.
D) a request email.

Question 71

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

Question 72

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

Question 73

Using all capital letters in an email can be perceived as the equivalent to shouting.

Question 74

Memos are a one-way form of communication.

Question 75

The use of email should be avoided in situations when

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 76

Which of the following memos should be used to share information with everyone within an organisation?

A) Request memo
B) Transmittal memo
C) Authorisation memo
D) Announcement memo

Question 77

Justification reports, progress reports and periodic reports all require

A) a statement about the report's purpose.
B) a thesis statement, a body and a conclusion.
C) an indirect order of information.
D) a discussion of advantages and disadvantages.

Question 78

Email is

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 79

In preparing a report, creating a mind map will enable you to work swiftly to produce a complete but concise report.

Question 80

An authorisation memo gives the receiver permission or authority to take action.