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| 1 | |
A negative answer to a request should begin with ____. |
| | A) | a regretful "no" by using the direct approach |
| | B) | a neutral opening |
| | C) | an explanation |
| | D) | the facts you need to present |
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| 2 | |
When asking several questions in a letter, you can make them more obvious by ____. |
| | A) | putting all the questions in the closing paragraph |
| | B) | numbering the questions |
| | C) | putting all questions in the opening paragraph |
| | D) | putting all the questions in passive voice |
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| 3 | |
Internal communications consist of ____. |
| | A) | brief, informal messages |
| | B) | long, reserved reports |
| | C) | abstracts for the Web page |
| | D) | faxed messages |
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| 4 | |
A person who inquires about a product or service is probably a ____. |
| | A) | sales representative |
| | B) | prospective customer |
| | C) | person who will take advantage of the information |
| | D) | competitor |
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| 5 | |
The closing paragraph of a letter refusing a request should ____. |
| | A) | repeat the "no" |
| | B) | include an apology |
| | C) | close pleasantly with a look toward the future |
| | D) | reemphasize the negative for clearer understanding |
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| 6 | |
A tickler file is a(an) ____. |
| | A) | alphabetical file of customers |
| | B) | memory aid |
| | C) | numeric file of customer numbers |
| | D) | geographic file |
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| 7 | |
To make sure you answer all the questions in an inquiry letter, you should ____. |
| | A) | mark or highlight the points or questions to be answered |
| | B) | read it twice and trust your memory |
| | C) | tell a coworker what information needs to be included |
| | D) | put a note in the tickler file |
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| 8 | |
Appointment and reservation request letters should include ____. |
| | A) | the date only, to keep the letter concise |
| | B) | a writer-centered approach, to make the request clear |
| | C) | both the day of the week and the date |
| | D) | the pertinent details and use the direct approach |
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| 9 | |
When a person seeks information from a recipient without any intention of buying, this type of letter is known as a(an) ____. |
| | A) | inquiry request |
| | B) | appointment request |
| | C) | acknowledgment request |
| | D) | general request |
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| 10 | |
Follow-up messages are necessary to follow up on items promised but not received. To do this the tone of the follow-up message should be ____. |
| | A) | a critical, no-nonsense style |
| | B) | a benevolent, kind style |
| | C) | reminding, rather than criticizing |
| | D) | antagonistic to get the items delivered faster |
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