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CHAPTER 11. Memos and Letters
True/False Questions
1. The most typical form of everyday workplace communication is a letter.
2. Headings and bullets are not needed in memos because they are typically
short communications.
3. An email “signature” is not legally binding.
4. Memos generally focus on only one topic.
5. Letters are preferred for communicating outside an organization.
6. In a letter, the date always appears immediately below the sender’s address.
7. Appeal to both logic and emotion in a sales letter.
8. Inquiry letters are always unsolicited.
9.
recipients. Idioms and informal language are not appropriate for international letter
10. Informational memos are increasingly being sent via email.
Fill-in-the-blank Questions
11. A memo accompanies a package of materials and indicates that
information is being sent from one place to another.
12. The address of a letter’s recipient is called the address.
13. An
customer. letter is written in response to a claim letter from a
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Multiple-choice Questions
14. Memos
(a) are commonly addressed to people outside a company.
(b) provide appropriate formality for the workplace.
(c) should always take a direct approach.
(d) should be sent via paper rather than email.
(e) None of these answers is correct.
15. A transmittal memo
(a) distributes bad news to the recipients.
(b) distributes good news to the recipients.
(c) accompanies long reports or proposals.
(d) distributes both bad and good news to the recipients.
(e) accompanies long reports or proposals and distributes both bad and good news to the
recipients.
16. In a letter of complaint, a(n)
(a) indirect approach is appropriate for arguable claims.
(b) indirect approach is appropriate for routine claims.
(c) direct approach is always the most effective.
(d) direct approach is appropriate for arguable claims.
(e) indirect approach is always appropriate.
17. The “you” perspective in a letter is most appropriate
(a) in the salutation.
(b) in the first sentence of the letter.
(c) in the concluding paragraph.
(d) throughout the letter.
(e) at no point
18. Which of the following statements about inquiry letters is least accurate?
(a) Address the letter to a specific person.
(b) Provide all of your contact information so that you can be reached easily.
(c) Do not enclose a self-addressed, stamped envelope as doing so is presumptuous.
(d) Say thank you and offer to follow up.
(e) All of these statements are accurate.
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19. In an adjustment letter,
(a) offer an incentive if appropriate.
(b) apologize in passive voice.
(c) use active voice to explain the customer’s mistake.
(d) offer an incentive, if appropriate, and apologize in passive voice.
(e) All of these actions should be taken in an adjustment letter.
20. In standard letter format, the
(a) enclosure notation appears before the complimentary closing.
(b) inside address appears above the date.
(c) sender’s address is omitted.
(d) sender’s signature appears above the complimentary closing.
(e) heading appears above the date.
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CHAPTER 11 ANSWER KEY
