E-mail And Memos Quiz Questions

Approved & Edited by ProProfs Editorial Team
The editorial team at ProProfs Quizzes consists of a select group of subject experts, trivia writers, and quiz masters who have authored over 10,000 quizzes taken by more than 100 million users. This team includes our in-house seasoned quiz moderators and subject matter experts. Our editorial experts, spread across the world, are rigorously trained using our comprehensive guidelines to ensure that you receive the highest quality quizzes.
Learn about Our Editorial Process
| By Sbrown87
S
Sbrown87
Community Contributor
Quizzes Created: 2 | Total Attempts: 2,525
Questions: 84 | Attempts: 2,172

SettingsSettingsSettings
E-mail And Memos Quiz Questions - Quiz

.


Questions and Answers
  • 1. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 2. 

    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.

    • A.

      Blog

    • B.

      Instant message (IM)

    • C.

      Podcast

    • D.

      Email

    Correct Answer
    B. Instant message (IM)
    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.

    Rate this question:

  • 3. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 4. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 5. 

    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.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 6. 

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

    • A.

      Ashley found a great political joke she wants to share with he colleagues.

    • B.

      Melissa must send the monthly sales data to her department.

    • C.

      Aidan needs to vent his frustrations about working conditions to his shift supervisor.

    • D.

      Matthew is angry with one of his colleagues and wants to let her know exactly how he feels.

    Correct Answer
    B. Melissa must send the monthly sales data to her department.
    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.

    Rate this question:

  • 7. 

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

    • A.

      Use even(justified) right and left margins for a neater look

    • B.

      Double-space memos to make them easier to read

    • C.

      Key the guide words in bold at the left margin.

    • D.

      Leave five blank lines between the lest line of the heading and the first line of the memo.

    Correct Answer
    C. Key the guide words in bold at the left margin.
    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.

    Rate this question:

  • 8. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 9. 

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

    • A.

      Ask permission before forwarding messages

    • B.

      Write his messages in all capital letters to make them look important and professional.

    • C.

      He should do all of these.

    • D.

      Document every business decision and action with an electronic paper trail.

    Correct Answer
    A. Ask permission before forwarding messages
    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.

    Rate this question:

  • 10. 

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

    • A.

      You write the message quickly and efficiently

    • B.

      All paragraphs contain 5 or fewer lines

    • C.

      Information presented is easy to read and comprehend.

    • D.

      All sentences contain 10 or fewer words.

    Correct Answer
    C. Information presented is easy to read and comprehend.
    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.

    Rate this question:

  • 11. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 12. 

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

    • A.

      It's been great talking with you.

    • B.

      Please let me know if I may be of further assistance.

    • C.

      Please submit your report by August 1st so that the information can be presented at the seminar.

    • D.

      Thank you in advance for answering my questions.

    Correct Answer
    C. Please submit your report by August 1st so that the information can be presented at the seminar.
    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.

    Rate this question:

  • 13. 

    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?

    • A.

      Brianna should do all of these things.

    • B.

      Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.

    • C.

      Make sure she's available via IM at all times so t hat he colleagues can always reach her.

    • D.

      Include both professional and personal contacts on the same IM contact list for efficiency.

    Correct Answer
    B. Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.
    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.

    Rate this question:

  • 14. 

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

    • A.

      Have your legal staff check every letter before you send it.

    • B.

      Wait at least ten business days to allow any problem to subside.

    • C.

      Gather facts, check figures, and receive any needed approvals.

    • D.

      Develop a plan to reduce the benefits offered for any claim resolution.

    Correct Answer
    C. Gather facts, check figures, and receive any needed approvals.
    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.

    Rate this question:

  • 15. 

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

    • A.

      Formality and sensitivity are essential

    • B.

      You need immediate feedback.

    • C.

      You have too little time to proofread

    • D.

      The message must reach your reader very quickly

    Correct Answer
    A. Formality and sensitivity are essential
    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.

    Rate this question:

  • 16. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 17. 

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

    • A.

      To promote future business and goodwill

    • B.

      To gain additional customers through the claim

    • C.

      To gain the confidence of the customer

    • D.

      To gain thorough documentation to prove that the customer has presented an honest claim.

    Correct Answer
    D. To gain thorough documentation to prove that the customer has presented an honest claim.
    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.

    Rate this question:

  • 18. 

    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?

    • A.

      Place the answers in a numbered list

    • B.

      Avoid clarifying statements, which could create legal trouble.

    • C.

      Place her answers in complete sentences in paragraph form.

    • D.

      Place the answers on a separate page and attach it to the letter.

    Correct Answer
    A. Place the answers in a numbered list
    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.

    Rate this question:

  • 19. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 20. 

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

    • A.

      You are asking members of the community to contribute to a fundraising effort for a local charity.

    • B.

      You are reminding employees about an upcoming holiday

    • C.

      You are scheduling a task force meeting.

    • D.

      You are letting employees know about a training opportunity.

    Correct Answer
    A. You are asking members of the community to contribute to a fundraising effort for a local charity.
    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.

    Rate this question:

  • 21. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 22. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 23. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 24. 

    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. 

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 25. 

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

    • A.

      Thanks for the gift!

    • B.

      Thanks, William, for the lovely watch you and your staff gave to me to commemorate my twentieth anniversary with the company.

    • C.

      I can't believe I've been with the company for twenty years.

    • D.

      A lot has changes over the past twenty years.

    Correct Answer
    B. Thanks, William, for the lovely watch you and your staff gave to me to commemorate my twentieth anniversary with the company.
    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.

    Rate this question:

  • 26. 

    What is the best advice for writing goodwill messages?

    • A.

      Send a goodwill message only to show appreciation for a gift or monetary award.

    • B.

      Send a goodwill message promptly.

    • C.

      Make a good impression by giving a ready-made card instead of writing your own message.

    • D.

      Focus the message solely on the sender.

    Correct Answer
    B. Send a goodwill message promptly.
    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.

    Rate this question:

  • 27. 

    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?

    • A.

      Details of the adjustment she desires.

    • B.

      A clear description of the desired action.

    • C.

      An explanation of the nature of her problem with the cell phone service.

    • D.

      A goodwill statement and end date.

    Correct Answer
    B. A clear description of the desired action.
    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.

    Rate this question:

  • 28. 

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

    • A.

      Thorough explanation of the needs and parameters of the request.

    • B.

      Enthusiastic greeting and explanation of who t he writer is.

    • C.

      Justification of the request made.

    • D.

      Question or polite command.

    Correct Answer
    D. Question or polite command.
    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.

    Rate this question:

  • 29. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    A buffer is a statement that implies the good news so that the reader is prepared when the bad news is announced.

    Rate this question:

  • 30. 

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

    • A.

      Putting your subjective reasons for refusal in the opening.

    • B.

      Starting with something completely unrelated to keep the reader off-guard.

    • C.

      Starting with the part of the message that represents the best news.

    • D.

      Apologizing late in the letter with a statement such as We are responsible for your loss and are deeply sorry.

    Correct Answer
    C. Starting with the part of the message that represents the best 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.

    Rate this question:

  • 31. 

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

    • A.

      Libel

    • B.

      Slander

    • C.

      Legal liability

    • D.

      Sexual harassment

    Correct Answer
    B. Slander
    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.

    Rate this question:

  • 32. 

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

    • A.

      The indirect strategy is unethical only if the writer intends to deceive the reader.

    • B.

      Using the indirect method is a way to effectively hide the bad news from the reader.

    • C.

      Delaying the bad news in a letter in manipulative.

    • D.

      Delivering bad news is a fact of life in business, so you need not worry about ethics.

    Correct Answer
    A. The indirect strategy is unethical only if the writer intends to deceive the reader.
  • 33. 

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

    • A.

      Doe everything you can to look like the "good guy", even if it means making unrealistic statements.

    • B.

      Include a general statement that says the bad news results from company policy. Most readers will understand this explanation.

    • C.

      Because it's important for the reader to understand the reasons for the bad news, it's acceptable to cite confidential reasons.

    • D.

      Give an explanation of the causes before disclosing bad news.

    Correct Answer
    D. Give an explanation of the causes before disclosing 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.

    Rate this question:

  • 34. 

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

    • A.

      Uses the direct approach for all business messages.

    • B.

      Includes statements that could be damaging or misinterpreted.

    • C.

      Clarifies the message and prevents misunderstandings.

    • D.

      Defines the organization's policies.

    Correct Answer
    B. Includes statements that could be damaging or misinterpreted.
    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.

    Rate this question:

  • 35. 

    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.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 36. 

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

    • A.

      Shows insensitivity to your reader.

    • B.

      Enables you to keep the reader's attention until you have been able to explain the reasons for the bad news.

    • C.

      Demonstrates your ability to vary your strategies.

    • D.

      Creates enough lengthy explanation to confuse or distract the reader.

    Correct Answer
    B. Enables you to keep the reader's attention until you have been able to explain the reasons for the bad news.
    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.

    Rate this question:

  • 37. 

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

    • A.

      Admitting or implying responsibility for conditions that caused damage or injury.

    • B.

      Making the receiver feel better despite the bad news.

    • C.

      Statements that maintain good relations by reaffirming the company commitment to quality.

    • D.

      The direct approach for all bad-news messages.

    Correct Answer
    A. Admitting or implying responsibility for conditions that caused damage or injury.
    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.

    Rate this question:

  • 38. 

    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. 

    • A.

      We take full blame for your espresso machine malfunctioning and realize that it may have even eventually caused injury.

    • B.

      We apologize for any inconvenience this may have caused.

    • C.

      We regret that you are unhappy with your espresso machine.

    • D.

      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.

    Correct Answer
    D. 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.
    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.

    Rate this question:

  • 39. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 40. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 41. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 42. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 43. 

    The best way to begin a persuasive request is to

    • A.

      Immediately prove the merit of your request.

    • B.

      Explain your request logically and concisely.

    • C.

      Begin with a neutral but unrelated buffer that leads into the request.

    • D.

      Capture the reader's attention and interest.

    Correct Answer
    D. Capture the reader's attention and interest.
    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.

    Rate this question:

  • 44. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 45. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

  • 46. 

    WHich of teh following illustrates a testimonial?

    • A.

      We are confident that your skills in applying for and interviewing for jobs will improve with this training.

    • B.

      After completing your training, I received job offers from three interviews in one week!

    • C.

      Employers respond positively to well-written application letters and resumes, and they offer jobs to candidates who are confident and well-prepared.

    • D.

      Scientifically proven self-actualization techniques will increase your self-confidence and boost your interviewing skills.

    Correct Answer
    B. After completing your training, I received job offers from three interviews in one week!
    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.

    Rate this question:

  • 47. 

    The body of a persuasive request should reduce resistance which means

    • A.

      Focusing exclusively on the reader.

    • B.

      Offering praise or compliments to shift reader attention.

    • C.

      Anticipate arguments and offering counterarguments.

    • D.

      Avoiding the mention of any potential reasons for resistance.

    Correct Answer
    C. Anticipate arguments and offering counterarguments.
    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.

    Rate this question:

  • 48. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 49. 

    Persuasive requests are generally more effective when they are direct.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

    Rate this question:

  • 50. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

    Rate this question:

Quiz Review Timeline +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Apr 24, 2012
    Quiz Created by
    Sbrown87

Related Topics

Back to Top Back to top
Advertisement
×

Wait!
Here's an interesting quiz for you.

We have other quizzes matching your interest.