E-mail And Memos Quiz Questions

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1. "By the time you finish reading this letter, you will know how your company can save up to $10,000 each year," is an example of using a promise to gain your readers attention.

Explanation

The given statement is an example of using a promise to gain the reader's attention. It suggests that by the time the reader finishes reading the letter, they will have knowledge on how their company can save up to $10,000 each year. This promise creates curiosity and grabs the reader's attention, making them more likely to continue reading the letter.

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About This Quiz
E-mail And Memos Quiz Questions - Quiz

This quiz assesses knowledge on effective e-mail and memo communication in a business environment. It covers direct and indirect writing styles, appropriate communication channels, and professional e-mail usage,... see moreessential for workplace efficiency and security. see less

2. Well written memos and e-mail messages can enhance the writer's image within the organization.

Explanation

Well-written memos and email messages can enhance the writer's image within the organization because they demonstrate professionalism, clear communication skills, and attention to detail. When a memo or email is well-written, it shows that the writer values their work and takes the time to craft a clear and concise message. This can help to build trust and credibility with colleagues and superiors, as they will see the writer as someone who is reliable and competent. Additionally, well-written memos and emails can also contribute to a positive organizational culture, as clear and effective communication is essential for collaboration and productivity.

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3. E-mail messages and memos should use bullets, lists, headings, and white space to improve readability.

Explanation

E-mail messages and memos should use bullets, lists, headings, and white space to improve readability. This is because these formatting elements help break up the content into smaller, organized sections, making it easier for the reader to scan and understand the information. Bullets and lists can highlight key points or action items, while headings can provide a clear structure to the document. Additionally, white space helps create visual breathing room and prevents the text from appearing cluttered or overwhelming. Overall, using these formatting elements can greatly enhance the readability and comprehension of e-mail messages and memos.

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4. A successful persuasive message will typically take more space than a direct message.

Explanation

A successful persuasive message typically takes more space than a direct message because it needs to provide more information, evidence, and reasoning to convince the audience. Persuasive messages aim to change the audience's beliefs, attitudes, or behaviors, which requires a more thorough and detailed approach. In contrast, direct messages are usually brief and to the point, providing only essential information without the need for persuasion. Therefore, it is true that a successful persuasive message will typically take more space than a direct message.

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5. Although companies send routine letters to suppliers, government agencies, and other businesses, the most important letters go to customers

Explanation

The given statement suggests that while companies do send routine letters to suppliers, government agencies, and other businesses, the most important letters are sent to customers. This implies that customer communication is prioritized and considered crucial for businesses. Therefore, the correct answer is true.

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6. If you attach a file to an e-mail message, tell your reader about it in the body of your e-mail message.

Explanation

When you attach a file to an email message, it is important to inform the recipient about it in the body of the email. This allows the recipient to know that there is an attachment and to look for it when they open the email. Without mentioning the attachment in the email, the recipient may overlook it and not realize that there is a file attached. Therefore, it is necessary to include a notification about the attachment in the body of the email.

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7. Writing letters of appreciation to customers who complain can be a smart business strategy.

Explanation

Writing letters of appreciation to customers who complain can be a smart business strategy because it shows that the company values their feedback and is willing to address their concerns. This can help in building customer loyalty and improving customer satisfaction. Additionally, it provides an opportunity for the company to turn a negative experience into a positive one, potentially leading to increased customer retention and positive word-of-mouth referrals.

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8. The opening of a sales letter is one of its most critical elements.

Explanation

The opening of a sales letter is indeed one of its most critical elements. This is because the opening sets the tone for the entire letter and determines whether the reader will continue reading or not. A strong and attention-grabbing opening can captivate the reader's interest, establish credibility, and create a desire to learn more about the product or service being offered. On the other hand, a weak or uninteresting opening can lead to the reader losing interest and disregarding the rest of the letter. Therefore, it is crucial for sales letters to have a compelling and persuasive opening.

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9. The most important goal of the closing of a sales letter is stimulating the reader to act.

Explanation

The closing of a sales letter serves the purpose of motivating the reader to take action, such as making a purchase, signing up for a service, or contacting the company. By creating a sense of urgency, offering incentives, or providing clear instructions, the closing aims to stimulate the reader's interest and prompt them to act. Therefore, the statement that the most important goal of the closing of a sales letter is stimulating the reader to act is true.

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10. The opening of a sales letter is one of its most critical elements

Explanation

The opening of a sales letter is indeed one of its most critical elements. This is because the opening sets the tone for the rest of the letter and determines whether the reader will continue reading or not. A strong and attention-grabbing opening can captivate the reader's interest, pique their curiosity, and make them more receptive to the sales message. On the other hand, a weak or uninteresting opening may cause the reader to lose interest and disregard the rest of the letter. Therefore, it is crucial to carefully craft the opening of a sales letter to maximize its impact and effectiveness.

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11. The most important goal of the closing of a sales letter is stimulating the reader to act.

Explanation

The closing of a sales letter aims to motivate the reader to take action, such as making a purchase, signing up for a service, or contacting the company. This is typically achieved by using persuasive language, providing a clear call to action, and highlighting the benefits or urgency of the offer. By stimulating the reader to act, the closing of a sales letter increases the chances of converting them into a customer and achieving the desired outcome.

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12. When explaining compliance in the body of an adjustment letter, you should avoid words such as regret, misunderstanding, and unfortunately.

Explanation

When explaining compliance in an adjustment letter, it is important to maintain a professional and positive tone. Using words such as "regret," "misunderstanding," and "unfortunately" can convey a negative message and may not be well-received by the recipient. By avoiding these words, the writer can focus on providing a clear and concise explanation of how the issue has been addressed and resolved, leaving a more positive impression on the reader.

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13. Although you may exchange very short instant messages, most of your writing tasks on the job will probably involve preparing e-mail messages and interoffice memos.

Explanation

The given statement suggests that while short instant messages may be exchanged, the majority of writing tasks in a job will likely involve preparing email messages and interoffice memos. This implies that written communication in the workplace is primarily done through these mediums, indicating that the statement is true.

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14. Headings in a memo or e-mail message are useful for grouping together similar information.

Explanation

Headings in a memo or email message are useful for grouping together similar information. This is because headings provide a clear and organized structure to the content, allowing readers to easily locate and understand specific sections. By grouping similar information under headings, it becomes easier for recipients to navigate through the message and find the specific information they need. Additionally, headings also help in improving the overall readability and comprehension of the memo or email, making it more effective in conveying the intended message.

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15. When y ou must refuse a request, it is sometimes possible to offer an alternative, substitute, or compromise.

Explanation

When faced with a situation where you have to decline a request, it is indeed possible to provide an alternative, substitute, or compromise. This can be done in order to accommodate the needs or preferences of the person making the request, even though the original request cannot be fulfilled. By offering an alternative solution, it shows a willingness to find a middle ground and maintain a positive relationship with the requester.

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16. In a simple claim request, telling the reader immediately what action you would like taken is considered businesslike and efficient.

Explanation

Telling the reader immediately what action you would like taken in a simple claim request is considered businesslike and efficient because it allows the reader to understand the purpose of the request right away. This approach saves time and ensures clear communication between the parties involved. By stating the desired action upfront, the reader can promptly address the claim and take appropriate steps to resolve the issue. This direct approach is commonly preferred in business communication to streamline processes and avoid any confusion or delays.

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17. Effective e-mail messages and memos generally discuss only one topic. 

Explanation

Effective e-mail messages and memos generally discuss only one topic because focusing on a single topic helps to ensure clarity and avoid confusion. By discussing only one topic, the message or memo can be more concise and easier to understand for the recipient. Additionally, discussing only one topic allows for better organization and easier reference in the future.

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18. A personally written message will have much more impact on  your reader than a ready-made card.

Explanation

A personally written message is likely to have a greater impact on the reader because it shows thoughtfulness, effort, and a personal connection. It allows the sender to express their emotions, sentiments, and individuality in a way that a ready-made card cannot. The personal touch in a message can make the reader feel special and appreciated, enhancing the impact of the communication.

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19. The key to ethical commmunication lies in the motives of  the sender.

Explanation

Ethical communication is based on the motives of the sender. The intentions behind the message play a crucial role in determining whether the communication is ethical or not. When the sender's motives are honest, transparent, and focused on the well-being and respect of others, the communication is more likely to be ethical. On the other hand, if the sender's motives are selfish, manipulative, or intended to deceive, the communication is unethical. Therefore, the statement "The key to ethical communication lies in the motives of the sender" is true.

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20. One tip for successful online sales messages is to provide a means for option out.

Explanation

Providing a means for opting out in online sales messages is indeed a tip for success. This means giving recipients the option to unsubscribe or opt out of receiving further messages. By offering this choice, online sellers can respect the preferences and privacy of their customers, which can enhance their reputation and build trust. Additionally, it helps to comply with legal requirements related to email marketing and ensures that recipients only receive messages they are interested in, leading to more effective communication and potentially higher conversion rates.

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21. Typing your name at the bottom of an e-mail message is unnecessary. 

Explanation

Typing your name at the bottom of an e-mail message is unnecessary because the sender's name is already displayed in the "From" field of the email. Additionally, most email clients automatically include the sender's name in the email signature, eliminating the need to manually type it at the end of each message.

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22. For which of the following situations should a letter be sent instead of an e-mail message.

Explanation

A letter should be sent instead of an email message when asking members of the community to contribute to a fundraising effort for a local charity because it is a more personal and formal way of communication. Sending a physical letter shows that the request is important and requires the recipient's attention. It also allows for the inclusion of additional materials such as brochures or donation forms, which may be more effective in persuading people to contribute. Additionally, a letter can be kept as a physical reminder and reference, whereas an email may easily get lost or overlooked in a crowded inbox.

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23. Which of the following situations is most appropriate for sending an e-mail message?

Explanation

Sending an email message is most appropriate when there is a need to share important information or data with a specific group of people. In this case, Melissa needs to send the monthly sales data to her department, which is a professional communication that requires sharing important business information. Sharing a political joke, venting frustrations, or expressing anger towards a colleague are not appropriate situations for sending an email message as they involve personal or non-professional matters.

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24. Kevin wants to make sure that he is demonstrating good netiquette when using e-mail. What should he do?

Explanation

Kevin should ask permission before forwarding messages to ensure that he is demonstrating good netiquette when using e-mail. This shows respect for the privacy and preferences of others, as well as helps to avoid any potential misunderstandings or unintended consequences that may arise from forwarding messages without consent. It is important to obtain permission before sharing someone else's communication to maintain trust and professionalism in online interactions.

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25. Which of the following is the best opening for a note expressing thanks for a gift?

Explanation

The given answer is the best opening for a note expressing thanks for a gift because it specifically mentions the recipient's name, acknowledges the gift received, expresses gratitude, and provides context by mentioning the occasion of the recipient's twentieth anniversary with the company. This opening is personal, thoughtful, and shows appreciation for the gift and the relationship with the giver.

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26. When abusive language that harms a person's reputation is spoken, it is called

Explanation

Slander is the correct answer because it refers to the act of making false spoken statements that harm a person's reputation. Unlike libel, which involves written or printed defamatory statements, slander specifically pertains to spoken defamation. Legal liability and sexual harassment are not directly related to the act of harming someone's reputation through false spoken statements.

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27. Most e-mails and memos should be written indirectly to show respect for readers.

Explanation

Indirect writing is not necessarily used to show respect for readers in most e-mails and memos. The choice of writing style depends on the context and purpose of the communication. In some cases, direct writing may be more appropriate and efficient. Therefore, the statement is false.

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28. Although e-mail is increibly seccessful for both internal and external communication, you should still use letters when

Explanation

When formality and sensitivity are essential, it is better to use letters instead of email. This is because letters are considered more formal and can convey a sense of importance and seriousness. Additionally, letters allow for a more personal touch and can be tailored to the specific needs and sensitivities of the recipient. In contrast, email can sometimes come across as less formal and may not be suitable for conveying sensitive or confidential information. Therefore, when dealing with matters that require a high level of formality and sensitivity, it is advisable to use letters.

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29. Claims made by telephone or e-mail are just as effective as claims made in writing.

Explanation

Claims made by telephone or e-mail are not as effective as claims made in writing because written claims provide a tangible record of the communication and can be easily referenced or presented as evidence if needed. On the other hand, claims made over the phone or through e-mail can be easily disputed or forgotten, and there may not be any concrete proof of the claim being made. Therefore, it is generally advisable to make claims in writing to ensure their effectiveness and validity.

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30. Tha ability to persuade is a trait important only for those who want to become managers and executives.

Explanation

The given statement suggests that the ability to persuade is only important for individuals aspiring to become managers and executives. However, this is not true. The ability to persuade is valuable in various aspects of life, not just limited to managerial roles. Persuasion skills are essential for effective communication, negotiation, and influencing others, which can be beneficial in personal relationships, sales, marketing, politics, and many other fields. Therefore, the statement is false.

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31. You are setting up a system for your tech support employees to communicate with customers to solve problems they are experiencing. What is the best electronic communication channel for this purpose.

Explanation

Instant message (IM) is the best electronic communication channel for tech support employees to communicate with customers and solve problems they are experiencing. IM allows for real-time, immediate communication, which is crucial when dealing with technical issues that require quick solutions. It enables back-and-forth conversation, allowing for clarifications, instructions, and troubleshooting in a more interactive and efficient manner compared to other channels like blogs, podcasts, or emails. Additionally, IM often supports file sharing and screen sharing features, which can further aid in problem-solving.

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32. Which of the following are considered routine business letters?

Explanation

All of the options listed, including information responses, simple claim requests, and action requests, are considered routine business letters. Routine business letters are typically used for common and regular business communications, such as providing information, making simple claims, and requesting action. These types of letters are often standardized and follow a specific format, making them routine in nature.

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33. In business messages, try to avoid careless language because careless language 

Explanation

Careless language in business messages should be avoided because it includes statements that could be damaging or misinterpreted. This means that using careless language can lead to negative consequences such as misunderstandings or harm to the reputation of the organization. It is important to use clear and precise language in business messages to ensure effective communication and avoid any potential negative outcomes.

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34. Dashes(--) are usually used to introduce lists.

Explanation

Dashes are not usually used to introduce lists. Instead, dashes are typically used to indicate a break or interruption in a sentence or to emphasize a particular point. Lists are usually introduced using bullet points or numbers. Therefore, the correct answer is false.

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35. Using the indirect pattern to prepare the reader in a bad-news message

Explanation

The correct answer is "enables you to keep the reader's attention until you have been able to explain the reasons for the bad news." Using the indirect pattern in a bad-news message involves starting with a neutral or positive statement before delivering the bad news. This approach helps to capture the reader's attention and maintain their interest, allowing them to be more receptive to the explanation of the reasons behind the bad news. By delaying the delivery of the bad news, it helps to soften the impact and allows the reader to better understand the rationale behind it.

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36. Which of the following would be the most effective closing statement in a routine action request letter?

Explanation

The most effective closing statement in a routine action request letter is "Because we must have the software installed by the beginning of the spring semester, please sent the academic version by December 30." This statement clearly states the urgency and importance of receiving the software by a specific date, emphasizing the need for timely action. It also provides a specific deadline for the recipient to follow, ensuring that the request is clear and actionable.

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37. In order to be actionable (likely to result in a lawsuit), abusive language must be in writing.

Explanation

Abusive language does not necessarily have to be in writing to be actionable and result in a lawsuit. Verbal abuse or spoken words can also be considered actionable if they meet the legal criteria for defamation, harassment, or other forms of verbal abuse. Therefore, the statement that abusive language must be in writing to be actionable is false.

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38. Because e-mail is the preferred communication channel in most businesses today, most people know how to use it smartly, safely, and professionally.

Explanation

The statement suggests that because email is the preferred communication channel in most businesses today, most people know how to use it smartly, safely, and professionally. However, this statement is false. While email is widely used, it does not guarantee that everyone knows how to use it effectively and professionally. Many individuals may still struggle with email etiquette, security measures, and appropriate communication practices. Therefore, the statement is not accurate.

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39. When writing a letter of congratulations, you should try to add something about yourself to show that you can relate to the situation.

Explanation

When writing a letter of congratulations, it is important to focus on the person or event being celebrated rather than diverting the attention to oneself. Adding something about oneself can potentially detract from the purpose of the letter and come across as self-centered. The main goal of a letter of congratulations is to express genuine happiness and support for the recipient, so it is best to keep the focus on them and their achievement.

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40. What is the best advice for writing goodwill messages?

Explanation

Sending a goodwill message promptly is the best advice for writing goodwill messages because it shows that you value and appreciate the gesture or gift in a timely manner. It conveys sincerity and gratitude, making the recipient feel acknowledged and valued. Delaying the message may give the impression of indifference or lack of appreciation.

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41. When requesting a favor or action, you should discuss only the direct benefits to the reader because indirect benefits are not persuasive.

Explanation

When requesting a favor or action, it is important to discuss both direct and indirect benefits to the reader. While direct benefits directly affect the reader and are more persuasive, indirect benefits can also be influential. Discussing indirect benefits helps to create a comprehensive and persuasive argument by highlighting the potential positive outcomes that may not be immediately apparent to the reader. Therefore, the statement that only direct benefits are persuasive is false.

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42. Letters that convery good wishes, warm feelings, and sincere thoughts are not directly related to business and are, therefore, unimportant in business communications.

Explanation

The given statement is false because letters that convey good wishes, warm feelings, and sincere thoughts can actually play a significant role in business communications. Building and maintaining positive relationships with clients, colleagues, and partners is crucial in business, and expressing good wishes and warm feelings can help foster these relationships. Additionally, showing sincerity and genuine care in business communications can enhance trust and credibility, leading to better outcomes in business interactions. Therefore, such letters are important in business communications.

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43. WHat steps should a writer take  to prepare to write a memo or e-mail message that responds?

Explanation

To prepare to write a memo or email message that responds, a writer should take the following steps: make a brief outline of what will be covered in the message, organize their thoughts, and collect any necessary information. These steps are essential in ensuring that the message is clear, organized, and includes all the relevant information needed to respond effectively. By following these steps, the writer can ensure that their memo or email message is well-prepared and addresses the intended response appropriately.

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44. Shannon is writing a direct reply letter to a potential client. In the body of the letter, she will be answering several questions and wants her responses to be logical and readable. What should she do?

Explanation

Shannon should place the answers in a numbered list. This will make it easier for the potential client to read and understand her responses. By using a numbered list, Shannon can provide a clear and organized structure to her answers, making them logical and easily digestible for the reader. Additionally, a numbered list will help the potential client locate specific answers quickly, without having to search through a lengthy paragraph.

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45. To compose effective sales letters, you should

Explanation

To compose effective sales letters, it is important to analyze the market in order to understand the target audience, their needs, and preferences. Developing an effective mailing list is crucial as it ensures that the sales letter reaches the right people who are more likely to be interested in the product or service. Studying the product is essential to have a deep understanding of its features, benefits, and unique selling points, which can be effectively communicated in the sales letter. Therefore, all of these factors are important in composing effective sales letters.

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46. Your e-mail messages and memos should have high skim value, which means

Explanation

The explanation for the given correct answer is that in order for your e-mail messages and memos to have high skim value, the information presented should be easy to read and comprehend. This means that the content should be clear, concise, and easily understandable for the reader. By ensuring that the information is presented in a straightforward and accessible manner, the reader can quickly skim through the message and easily grasp the main points without having to spend a lot of time or effort.

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47. A buffer is a statement that implies the bad news so that the reader is ready when it is announced.

Explanation

A buffer is a statement that implies the good news so that the reader is prepared when the bad news is announced.

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48. Which of the following is the most appropriate closing for an e-mail message or memo?

Explanation

The most appropriate closing for an email or memo would be "Please submit your report by August 1st so that the information can be presented at the seminar." This closing is specific and direct, clearly stating the action that is expected from the recipient. It also conveys a sense of urgency and importance, indicating that the report is needed for a specific purpose.

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49. The "Bcc" line is used in an e-mail message when you want to send a "Blanket Carbon Copy" to everyone in your organization.

Explanation

The "Bcc" line is not used in an e-mail message when you want to send a "Blanket Carbon Copy" to everyone in your organization. The Bcc (Blind Carbon Copy) line is used when you want to send a copy of the email to someone without the other recipients knowing about it. It is commonly used to maintain privacy and confidentiality in email communications.

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50. Which of the following statements about the begining of an e-mail message or memo is most accurate?

Explanation

In most routine messages, it is important to reveal the main idea immediately to ensure clarity and efficiency in communication. By stating the main idea upfront, the recipient can quickly understand the purpose of the message and prioritize their attention accordingly. This approach saves time and allows for effective communication in busy work environments.

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51. You have five questions you want to ask your reader in a routine information request letter. What is the best way to present these questions?

Explanation

Presenting the five questions in a bulleted or numbered list in the body of the letter is the best way to organize and highlight them. This format allows for clear and concise presentation, making it easier for the reader to identify and respond to each question individually. It also helps to separate the questions from the rest of the text, ensuring that they stand out and are not easily overlooked.

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52. The most effective way to begin a customer claim response letter is to explain what went wrong.

Explanation

The most effective way to begin a customer claim response letter is not by explaining what went wrong, but by acknowledging the customer's concerns and showing empathy. This allows the customer to feel heard and understood before delving into the details of the issue. By starting with empathy, the company can establish a positive tone and work towards finding a resolution for the customer's claim.

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53. Brianna's company has decided to let employees use instant messaging(IM) as an internal communication tool, and she wants to make sure that she's using it professionally. What should she do?

Explanation

Brianna should respect her receivers by using proper grammar, spelling, and proofreading in her instant messages. This is important because using correct language and ensuring that messages are error-free demonstrates professionalism and shows respect for the recipients. It helps to maintain clear and effective communication within the company.

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54. Since e-mail messages are more casual than other business messages, little editing or proofreading is required.

Explanation

False. While e-mail messages may be more casual than other business messages, it is still important to edit and proofread them for clarity, professionalism, and accuracy. Mistakes in grammar, spelling, or tone can negatively impact the message and the sender's credibility. Therefore, it is essential to review and revise e-mail messages before sending them out.

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55. Which of the following is the best advice to follow when explaining the reasons for bad news?

Explanation

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56. Persuasive requests are generally more effective when they are direct.

Explanation

Persuasive requests are generally more effective when they are indirect. This is because being too direct can come across as aggressive or pushy, which may turn the recipient off. Indirect requests allow for a more subtle and persuasive approach, giving the recipient a sense of autonomy and making them more likely to comply.

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57. In revealing bad news, you can make statements to soften the blow, but you must avoid

Explanation

When delivering bad news, it is important to avoid admitting or implying responsibility for the conditions that caused damage or injury. This is because accepting blame can lead to legal consequences or damage the reputation of the company. Instead, the focus should be on providing clear information about the situation and offering support or solutions to mitigate the impact. By avoiding any admission of responsibility, the company can maintain a professional stance and work towards resolving the issue without further complications.

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58. Effective persuastive calim letters

Explanation

Effective persuasive claim letters are able to present a logical case with clear facts. This means that they provide evidence and reasoning to support their claims, making it easier for the reader to understand and accept the writer's point of view. By presenting a logical case with clear facts, the letter is more likely to be persuasive and convince the reader of the writer's position. This approach is more effective than simply sounding angry or emotional, or trying to assign blame, as it relies on logical reasoning and evidence to make a compelling argument.

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59. To be safe in writing a direct reply letter on company stationary, you should

Explanation

When writing a direct reply letter on company stationary, it is important to gather all the necessary information, such as facts and figures, to ensure the accuracy of the letter. Additionally, receiving any needed approvals ensures that the content of the letter aligns with the company's policies and guidelines. This helps to maintain professionalism and avoid any potential legal or reputational issues.

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60. When responding to a memo that requests information, what is the best way to probide this requested information?

Explanation

Ordering your responses in the same sequence as the request is the best way to provide the requested information when responding to a memo. This ensures that the information is organized and presented in a logical and coherent manner, making it easier for the recipient to understand and follow. By following the same sequence as the request, it also shows that you have carefully read and understood the memo, and are addressing each point or question raised. This approach promotes effective communication and helps to ensure that all requested information is provided.

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61. When writing a direct reply letter to a customer, refer only to the product the customer asked about. Mentioning other products would be considered rude and presumptious. 

Explanation

When writing a direct reply letter to a customer, it is not considered rude or presumptuous to mention other products. In fact, it can be helpful to provide additional information or suggestions that may be relevant to the customer's needs. However, it is important to ensure that the focus remains on the product the customer initially asked about and not to overwhelm them with unnecessary information.

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62. Jessica is following the three-part plan to write a direct claim letter about a problem with her wireless service. What should she put in her opening?

Explanation

In her opening, Jessica should put a clear description of the desired action. This means that she should clearly state what she wants the company to do to resolve her problem with the wireless service. By providing a clear description of the desired action, Jessica will make it easier for the company to understand and address her concerns. This will also help to ensure that her claim letter is focused and effective in achieving the desired outcome.

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63. When you are writing a persuasive claim letter about a problem and you're worried that your reader might be reluctant to grant your request, you should use

Explanation

When writing a persuasive claim letter about a problem and being concerned that the reader might be reluctant to grant the request, using the indirect strategy is recommended. The indirect strategy involves starting with a neutral or positive opening, providing background information, and gradually building up to the main request. This approach helps to soften the impact of the request and allows the reader to understand the problem before being presented with the solution. By using the indirect strategy, the writer can increase the chances of the reader being more receptive to the request.

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64. WHich of teh following illustrates a testimonial?

Explanation

The answer "After completing your training, I received job offers from three interviews in one week!" illustrates a testimonial because it provides a personal account of someone's experience after completing the training. It demonstrates the effectiveness of the training by showcasing the tangible outcome of receiving multiple job offers. This statement serves as a positive endorsement of the training program.

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65. Which of the following techniques would be most effective in buffering bad news?

Explanation

Starting with the part of the message that represents the best news is the most effective technique for buffering bad news because it allows the recipient to initially focus on the positive aspects of the message. By starting with the best news, it helps to soften the impact of the bad news and allows the recipient to be more receptive to the negative information that follows. This technique helps to ease the blow and minimize the negative impact of the bad news.

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66. Letters that deny customer claims should clearly state when the customer is at fault in order to avoid company liability.

Explanation

The statement is false because letters denying customer claims do not necessarily need to explicitly state when the customer is at fault. While it may be beneficial to include such information to avoid company liability, it is not a requirement. The purpose of these letters is to inform the customer that their claim has been denied, not to assign blame.

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67. A good way to open general letters of recommenation is "To whom it may concern".

Explanation

The statement suggests that "To whom it may concern" is a good way to open general letters of recommendation. However, this is not true. "To whom it may concern" is a generic salutation that lacks personalization and can come across as impersonal. It is better to address the letter to a specific person or use a more personalized salutation such as "Dear Hiring Manager" or "Dear Admissions Committee."

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68. An attractive, ready-made greeting card will have much more impact on your reader than a personally written message.

Explanation

The given statement is false. A personally written message can have a greater impact on the reader compared to an attractive, ready-made greeting card. A personally written message allows for a more heartfelt and personalized expression of emotions, thoughts, and wishes. It shows the recipient that the sender took the time and effort to craft a message specifically for them, making it more meaningful and memorable. Additionally, a personally written message can convey sincerity and authenticity, creating a stronger connection between the sender and the reader.

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69. Aaron is writing a persuasive request to his supervisor. What should he do in teh closing of his message?

Explanation

In the closing of his message, Aaron should motivate his supervisor to take action. This means that he should provide compelling reasons and arguments that will encourage his supervisor to act on his request. By emphasizing the benefits and positive outcomes that can result from fulfilling his request, Aaron can increase the likelihood of his supervisor's support. This approach aims to inspire and persuade the supervisor, rather than simply repeating logical reasons or providing excessive details about the request.

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70. Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology. 

Explanation

The best apology is "We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you." This apology acknowledges the issue, expresses genuine remorse, and offers a solution to prevent future problems. It also demonstrates a commitment to customer satisfaction by offering a free service.

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71. Most memos and e-mail messages end with

Explanation

The correct answer is "any of the above" because both memos and email messages can end with action information, including dates and deadlines, a summary of the message, or a courteous, forward-looking closing thought. The specific ending will depend on the purpose and content of the memo or email.

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72. "End Dating" is

Explanation

"End dating" refers to setting a deadline for a requested action to be completed. It is not related to writing an earlier date on a memo or email, the last step before getting married, or putting the date on the last line of a message.

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73. Which of the following is the most effective closing for a sales letter?

Explanation

The most effective closing for a sales letter is "Come to our showroom before May31 to receive your 25 percent discount." This closing creates a sense of urgency and incentive for the reader to take immediate action. By offering a time-limited discount, it encourages the reader to visit the showroom before the deadline in order to avail of the discount. This closing strategy effectively motivates the reader to make a purchase decision promptly.

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74. The body of a persuasive request should reduce resistance which means

Explanation

The body of a persuasive request should reduce resistance by anticipating arguments and offering counterarguments. This means that the writer should address potential objections or concerns that the reader may have and provide valid reasons or explanations to counter those objections. By doing so, the writer can address any doubts or hesitations the reader may have and increase the chances of the request being accepted. Focusing exclusively on the reader, offering praise or compliments, or avoiding the mention of potential reasons for resistance may not effectively reduce resistance in the same way as anticipating arguments and offering counterarguments.

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75. What is the best advice for formatting hard-copy memos?

Explanation

Keying the guide words in bold at the left margin is the best advice for formatting hard-copy memos. This formatting technique helps to make the guide words stand out and easily catch the reader's attention. It also provides a clear visual hierarchy, making it easier for the reader to navigate and understand the content of the memo.

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76. Which of the following is not a goal when writing adjustment letters

Explanation

When writing adjustment letters, the goal is to promote future business and goodwill, gain additional customers through the claim, and gain the confidence of the customer. However, gaining thorough documentation to prove that the customer has presented an honest claim is not a goal in writing adjustment letters. The focus is on addressing the customer's concerns, resolving the issue, and maintaining a positive relationship with the customer.

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77. During the                                        phase of the writing process, the writer decides whether the memo or e-mail even needs to be written.

Explanation

During the pre-writing phase of the writing process, the writer decides whether the memo or email even needs to be written. This phase involves brainstorming ideas, organizing thoughts, and determining the purpose and audience of the writing. It is a crucial step in the writing process as it helps the writer clarify their thoughts and plan the structure and content of the memo or email. The term "pre-writing" and "prewriting" are interchangeable and both refer to this initial stage of the writing process.

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78. When the company is at fault, most business professionals strive to control the damage and resolve the problem by first writing a letter to the customer to explain what happened.

Explanation

False. The statement implies that when the company is at fault, writing a letter to the customer is the first step to resolve the problem. However, this may not always be the case. Depending on the situation, other actions such as offering a refund, providing a replacement, or directly contacting the customer to apologize and find a solution may be more appropriate. Writing a letter is just one possible approach, but it is not always the first step in resolving a problem caused by the company.

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79. Which of the following is the most effective opening entence for an information response letter?

Explanation

The answer "Yes, we have banquet facilities that will accommodate your group for your June 30 sales meeting." is the most effective opening sentence for an information response letter because it directly addresses the inquiry and provides a clear and concise response to the customer's request. It demonstrates a positive and helpful tone while also confirming that the company can meet the customer's needs.

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80. Which of the following is the best advice to follow ehn explaining the reasons for bad news?

Explanation

The best advice to follow when explaining the reasons for bad news is to give an explanation of the causes before disclosing the bad news. This approach allows the reader to understand the context and reasons behind the bad news, which can help soften the impact and make it easier for them to accept. By providing an explanation first, it shows transparency and honesty, which can help maintain trust and credibility with the reader.

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81. Any explanation of why information is being requested should be placed in the introduction of an information request letter.

Explanation

The given answer is False. This means that the statement "Any explanation of why information is being requested should be placed in the introduction of an information request letter" is not correct. The correct explanation should state that the introduction of an information request letter is not the appropriate place to provide an explanation for why information is being requested.

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82. The best way to begin a persuasive request is to

Explanation

The best way to begin a persuasive request is to capture the reader's attention and interest. This is because if the reader is not engaged from the beginning, they are less likely to continue reading and consider the request. By capturing their attention, it increases the chances of them being receptive to the request and being persuaded by it. This can be done through using a compelling opening statement, asking a thought-provoking question, or sharing a relevant anecdote or statistic.

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83. One of the best ways to open a direct request that is likely to be granted i a/an

Explanation

The best way to open a direct request that is likely to be granted is by using a question or a polite command. This approach allows the writer to engage the recipient and make the request in a non-demanding manner. By using a question, the writer can seek the recipient's opinion or input, making them feel valued and more inclined to grant the request. Similarly, a polite command can be used to make the request in a respectful and courteous manner, increasing the chances of it being granted.

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84. You've decided to insert a vertical list into a document. You should

Explanation

A bulleted list should be used when the order of the items in the list is not important. Capitalizing the first word in each item is only necessary if the item is a complete sentence. Adding a period to the end of an item is also only required if it is a complete sentence. Therefore, the correct answer is to add a period to the end of an item only if it's a complete sentence.

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What is the best advice for formatting hard-copy memos?
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During the              ...
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