Deck 16: Workplace Letters

Question 1

In any situation,a letter,memo,or email may be sent based on your preferred form of communication.

Answer 1

False

Question 2

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 statements are accurate.

Answer 2

C

Question 3

In a letter of complaint,a(n)
(a)indirect approach is appropriate for arguable claims.
(b)indirect approach is appropriate for routine claims.
(c)direct approach is always the most effective.
(d)direct approach is appropriate for arguable claims.
(e)indirect approach is always appropriate.

Answer 3

A

Question 4

Overly formal language used to make communication sound important is called
.

Question 5

A letter often has a persuasive purpose.

Question 6

Establish and maintain a "me" perspective in every workplace letter.

Question 7

Letters are important for communicating outside an organization.

Question 8

The address of a letter's recipient is called the address.

Question 9

When conveying bad news,
(a)place an apology at the very end of the letter.
(b)use phrasing such as "I regret" or "We're sorry."
(c)use "you" to place responsibility on the reader.
(d)never use passive voice.
(e)a and d.

Question 10

Appeal to both logic and emotion in a sales letter.

Question 11

A(n)letter is written in response to a claim letter from a customer..

Question 12

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)b and c.
(e)All of these answers are correct.

Question 13

International audiences often expect a personalized introduction to a letter.

Question 14

Inquiry letters are always unsolicited.

Question 15

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 16

To write an effective sales letter,
(a)begin with a long and detailed introduction.
(b)exaggerate claims.
(c)clearly state any benefits for the reader.
(d)avoid asking the reader to take action.
(e)All of these answers are correct.

Question 17

In the standard block letter format,the
(a)enclosure notation appears before the complimentary closing.
(b)heading appears above the date.
(c)sender's address is omitted.
(d)sender's signature appears above the complimentary closing.
(e)All of these answers are correct.

Question 18

The most popular format for workplace letters is the block format.

Question 19

An additional page may be added to a letter for just the signature block.

Question 20

In a letter,the date usually appears immediately below the sender's address.