Email and Business Letter Writing Rules! Trivia Quiz

1. Email etiquette requires that you respect the chain of command (the levels of management above you).

True

False

Answer: TRUE
Explanation: Though you may have the ability to fire off an email to the president of your company, it is usually a bad idea. If you have a complaint or suggestion, respect the chain of command and send it to the person you normally report to.
Diff: 1 Page Ref: 188

Explanation

Answer: TRUE
Explanation: Though you may have the ability to fire off an email to the president of your company, it is usually a bad idea. If you have a complaint or suggestion, respect the chain of command and send it to the person you normally report to.
Diff: 1 Page Ref: 188

2. In business-related email messages, it is a good idea to make frequent use of background colors and colored type to add visual appeal to the text.

True

False

Explanation: Overuse of colors, decoration, and ornate lettering tends to be a distraction to email audiences, not a positive feature.
Diff: 2 Page Ref: 188-190

Explanation

Explanation: Overuse of colors, decoration, and ornate lettering tends to be a distraction to email audiences, not a positive feature.
Diff: 2 Page Ref: 188-190

3. Which of the following would be the best opening for a routine request?

Please send me a summary of last month's east region sales data.

As soon as you get this, send me last month's sales data.

I know you may not want to, but send me last month's sales data.

I am very sorry to ask you to do this.

Answer: A
Explanation: A) The first response is best because it is simple, direct, and specific. Note that the tone is polite and includes the word Please, making sure that the request does not come out sounding like a demand. Note also that it is a mistake to apologize—routine requests are usually expected by your audience so an apology is unnecessary.
Diff: 2 Page Ref: 215

Explanation

Answer: A
Explanation: A) The first response is best because it is simple, direct, and specific. Note that the tone is polite and includes the word Please, making sure that the request does not come out sounding like a demand. Note also that it is a mistake to apologize—routine requests are usually expected by your audience so an apology is unnecessary.
Diff: 2 Page Ref: 215

4. Leaving the subject line out on important email messages will spark your readers' curiosity and increase their desire to read your email.

True

False

Answer: FALSE
Explanation: The subject line is usually one of the most important parts of your email. It informs the reader of what the contents of your message are, and how to prioritize your message with respect to time: is your issue something urgent, or can it wait until they have time to consider the matter carefully?

Explanation

Answer: FALSE
Explanation: The subject line is usually one of the most important parts of your email. It informs the reader of what the contents of your message are, and how to prioritize your message with respect to time: is your issue something urgent, or can it wait until they have time to consider the matter carefully?

5. It is illegal for your company to open and read email you send and receive at work.

True

False

Answer: FALSE
Explanation: Email that is sent or received on company devices using company screen names and servers is considered the property of the company. Therefore, the company has the right to read any email that is sent or received under these conditions.
Diff: 2 Page Ref: 188

Explanation

Answer: FALSE
Explanation: Email that is sent or received on company devices using company screen names and servers is considered the property of the company. Therefore, the company has the right to read any email that is sent or received under these conditions.
Diff: 2 Page Ref: 188

6. In email, "cc" stands for "confidential copy."

True

False

Answer: FALSE
Explanation: In email and standard business letters a "courtesy copy" is sent to people who are not directly addressed in the email but may have an interest in its topic.
Diff: 1 Page Ref: 188

Explanation

Answer: FALSE
Explanation: In email and standard business letters a "courtesy copy" is sent to people who are not directly addressed in the email but may have an interest in its topic.
Diff: 1 Page Ref: 188

7. When making a routine request, you should begin with

An indication of the importance of your request.

A statement of who you are.

A clear statement of the main idea or request.

A question.

Explanation: C) A routine request opens by explaining what you are requesting, followed by justification for your request, then a brief closing.
Diff: 2 Page Ref: 215

Explanation

Explanation: C) A routine request opens by explaining what you are requesting, followed by justification for your request, then a brief closing.
Diff: 2 Page Ref: 215

8. When closing a direct request, you should be sure to include

An apology for taking up the reader's time.

A mention of your own qualifications or status.

The time limits involved in your request.

An indication of the consequences of a failure to reply.

Explanation: C) The closing should repeat what is being requested and precisely when a response is required. Failing to be precise about time leaves open all sorts of possibility for misunderstanding and confusion.
Page Ref: 216

Explanation

Explanation: C) The closing should repeat what is being requested and precisely when a response is required. Failing to be precise about time leaves open all sorts of possibility for misunderstanding and confusion.
Page Ref: 216

9. In requesting a sales report from a co-worker, you should

Use the indirect approach.

Get straight to the point.

Maintain a formal style and tone.

Do all of the above.

Answer: B
Explanation: B) Assuming getting you the sales report is a routine matter that the co-worker should have no problem delivering, there is no need to launch into elaborate introductions or explanations for why you are making the request. Simply make the request as directly and briefly as possible using a polite tone. Make sure that you include all of the information your co-worker needs to fulfill the request.
Diff: 3 Page Ref: 217

Explanation

Answer: B
Explanation: B) Assuming getting you the sales report is a routine matter that the co-worker should have no problem delivering, there is no need to launch into elaborate introductions or explanations for why you are making the request. Simply make the request as directly and briefly as possible using a polite tone. Make sure that you include all of the information your co-worker needs to fulfill the request.
Diff: 3 Page Ref: 217

10. An effective email subject line is very short and describes only the general topic of the message.

True

False

Answer: FALSE
Explanation: An effective subject line identifies not only the general topic of the message, but also says something about action taken or needed. For example, a subject line that says "Inventory information" merely identifies the general topic. "Inventory down, need resupply" not only identifies the topic, it also tells the reader what happened in the past, and what needs to take place in the future.

Explanation

Answer: FALSE
Explanation: An effective subject line identifies not only the general topic of the message, but also says something about action taken or needed. For example, a subject line that says "Inventory information" merely identifies the general topic. "Inventory down, need resupply" not only identifies the topic, it also tells the reader what happened in the past, and what needs to take place in the future.

Email And Business Letter Writing Rules! Trivia Quiz