Question   1

5 / 5 points

What is the primary reason you would write “United States” in capital letters at the bottom of a business letter’s inside address?

Question options:

  

To specify the   country of origin in a letter to a foreign country

 

To clarify the source of the   sender’s letter when addressing domestic recipients who don’t speak English

 

To indicate the sender’s   patriotism regardless of the location of the recipient

 

To indicate to a domestic or   foreign recipient that the letter is official and of great importance

 

Question 2

5 / 5 points

       

Along with an address, a phone number, and an e-mail address, a résumé should include all of the following except for

Question options:
  

education.

 

family background.

 

experience.

 

computer skills.

 

Question 3

5 / 5 points
       

In a _______ format, the date line and the signature block are centered.

Question options:
  

standard block

 

irregular block

 

modified block

 

semi-block

 

Question 4

5 / 5 points
       

In a properly formatted memo, the sender should

Question options:
  

always use a complimentary close.

 

sign the memo in the ordinary   manner.

 

not use an opening   salutation.

 

normally use a modified block   format.

 

Question 5

5 / 5 points
       

Ideally, the subject line of an e-mail

Question options:
  

should provide the subject of the   e-mail in all caps.

 

should provide the name of the   sender and his or her title.

 

includes the sender’s name in   lowercase, followed by a salutation.

 

provides the   sender’s name and the subject of the e-mail.

 

Question 6

5 / 5 points
       

Among general tips for business writing, we’re told that we shouldn’t “patronize.” Which statement best illustrates that term?

Question options:
  

Johnson distributes information to   his employees on a need-to-know basis.

 

Supervisor Lowell asks employees   for their input on proposed company projects.

 

Vice President   Frasier talks to his subordinates as if they’re ignorant children.

 

H. C. Smith makes it a point never   to talk down to his employees.

 

Question 7

5 / 5 points
       

Susan Squire of the customer service department receives a complaint letter from a customer. Ms. Squire waits a week before responding with a letter that fails to directly address the specifics of the complaint and, instead, promises that the complaint will be investigated at some point in the near future. Ms. Squire’s letter illustrates a _______ complaint response letter.

Question options:
  

passive-evasive

 

active-denial

 

passive-aggressive

 

hostile-evasive

 

Question 8

5 / 5 points
       

Every so often, Corey Schell, CEO of Schell Enterprises, sends out letters of appreciation to suppliers who have a long history with his company. Which kind of letter will he be sending to his suppliers?

Question options:
  

Informational

 

Executive

 

Promotional

 

Diplomatic

 

Question 9

5 / 5 points
       

For business letters, the most conservative and commonly used font is

Question options:
  

Helvetica.

 

Times New Roman.

 

Arial.

 

Geneva.

 

Question 10

5 / 5 points
       

What is the most important reason for initialing a memo?

Question options:
  

To indicate that you, the memo   author, are who you say you are

 

To add a human touch to the   message

 

To indicate that   you’ve read and approved the memo

 

To lend credibility to the memo’s   message

 

Question 11

5 / 5 points
       

An RFP is a

Question options:
  

promotional letter.

 

response to a complaint letter.

 

cover letter.

 

request for   information.

 

Question 12

5 / 5 points
       

Which closing is correct and appropriate in a modern-day business letter?

Question options:
  

Truly yours,

 

Most sincerely,

 

Sincerely yours,

 

Most Sincerely:

 

Question 13

5 / 5 points
       

Regarding e-mail messages, which statement is true?

Question options:
  

If you don’t know a recipient,   send only short attached files.

 

Respond to all e-mail business   messages within 24 hours.

 

Transmit passwords and usernames   only to people you know well.

 

Don’t send   attachments to a recipient you don’t know.

 

Question 14

5 / 5 points
       

In a letter written from Wisconsin to either Alaska or Hawaii, the inside address will be

Question options:
  

flush-right and follow the U.S.   Postal Service format.

 

flush-left and   follow the U.S. Postal Service format.

 

flush-right and follow the   International Postal Service format.

 
flush-right and follow the   International Postal Service format.
 

Question 15

5 / 5 points
       

The word “memorandum” comes from the Latin memorandus, which means

Question options:
  

to greet.

 

to remember.

 

to record.

 

in regard to.

 

Question 16

5 / 5 points
       

The salutation of a business letter

Question options:
  

should be followed by a comma.

 

must not specify an unknown   recipient.

 

should be followed   by a colon.

 

must always avoid using the first   name of a known recipient.

 

Question 17

5 / 5 points
       

Regarding business letters, which statement is true?

Question options:
  

Most business letters are written   on blank stationery.

 

A business letter written on blank   stationery must begin with the sender’s address, followed by the date.

 

When a business   letter is written on letterhead stationery, the sender’s organizational   position will appear in the signature block.

 

A business letter written on blank   stationery must begin with the recipient’s address, followed by the date.

 

Question 18

5 / 5 points
       

The complaint response letter in Figure 5, from Greenleaf Lawn service, would be classified as

Question options:
  

passive-evasive.

 

cordial-positive.

 

active negative.

 

active-positive.

 

Question 19

5 / 5 points
       

Following the centered word “MEMORANDUM” at the top of a memo, what is the preferred order for specifying the date, sender, recipient, and subject of a memo?

Question options:
  

From, To, Date, Subject

 

Date, To, From, Subject

 

Subject, Date, To, From

 

To, From, Date,   Subject

 

Question 20

5 / 5 points
       

Logically, although not formally, the opposite of a B2B business letter is a/an _______ letter.

Question options:
  

C2C

 

FYI

 

B2C

 

C2B