……make a memo lengthy
Always
Never
Often
Usually
A letter of complaint usually consists of
check_box 5 parts
3 parts
4 parts
6 parts
A memo
Can’t be signed
Does not need to be signed
Must be signed
Should be signed
A memo contains
check_box To, From, Date, Subject Headings, and Message sections
From, Date, , and Message sections
To, Date, , and Message sections
To, From, Date, and Message sections
A memo contains
check_box To, From, Date, , and Message sections
From, Date, , and Message sections
To, Date, , and Message sections
To, From, Date, and Message sections
A memo contains
check_box To, From, Date, Subject Headings, and Message sections
From, Date, , and Message sections
To, Date, , and Message sections
To, From, Date, and Message sections
A memo is a ………..communication conveying your thoughts, reactions or opinion on something
Long but to the point
Short and indirect
Short and to the point
Short or to the point
A report requires …….underlined at the top
A date
A name
A title
An address
An application letter is
check_box To apply for a job
To complain
To make an enquiry
To request an action
An application letter is divided into
check_box Four paragraphs
Five paragraphs
Three paragraphs
Two paragraphs
Business letters are usually quite formal in style, so we should.
Avoid writing sentences that are too long
Use contractions
Use verbs in passive forms
Write sentences that include complicated or unnecessary language
Dear Sir/Madam is the salutation ……. of the business letter
At the beginning
At the end
In the middle
Not necessary
How many types of email are there?
check_box 2
1
3
4
If the letter is going to someone whose name you do not know, it starts with
Dear John/ Marry
Dear Mr. / Ms. Brown
Dear Mr. John/ Ms. Marry, ……
Dear Sir or Dear Madam or Dear Sir/Madam
If the letter is going to someone whose name you know, you can begin with
Dear John/ Marry
Dear Mr. / Ms. Brown
Dear Mr. John/ Ms. Marry, ……
Dear Sir or Dear Madam or Dear Sir/Madam
If you begin the letter with Dear Sir/Madam, at the end of your letter you should include the closing phrase:
check_box Yours faithfully
Best wishes
Bests regards
Yours sincerely
If you know the name of the recipient, you end the letter with
Best wishes
Bests regards
Yours faithfully
Yours sincerely
If your memo is longer than a page, you may want to include a separate …
Closing segment
Discussion segment
Opening segment
Summary segment
In a letter of complaint, we describe the cause and effect in
Background
Problem
Solution
Warning
In a letter of complaint, we describe the situation in
check_box Background
Closing
Problem
Solution
In a letter of complaint, we describe what is expected from the recipientin
Background
Closing
Problem
Solution
In a letter of complaint, we describe what should be done to solve the problem in
Background
Closing
Problem
Solution
One of the advantages of emails over normal “snail- mail” letters is that they are …..
Quick and direct
Quick and indirect
Quick or direct
Slow but direct
Paragraph 1 in a letter of request is to
Cover relevant background information and details
Provide contact information
Reiterate action and/or thank
Request specific information or action
Paragraph 1 in an application letter is
To ask for an interview
To describe your practical work experience
To state that you are applying for the job
To state your enthusiasm and interest
Paragraph 2 in a letter of request is to
Cover relevant background information and details
Provide contact information
Reiterate action and/or thank
Request specific information or action
Paragraph 2 in an application letter is
To ask for an interview
To describe your practical work experience
To state that you are applying for the job
To state your enthusiasm and interest
Paragraph 3 in a letter of request is to
Cover relevant background information and details
Provide contact information
Reiterate action and/or thank
Request specific information or action
Paragraph 4 in a letter of request is to
Cover relevant background information and details
Provide contact information
Reiterate action and/or thank
Request specific information or action
Reports are matter of fact and to the point. Language is therefore ……
check_box Neutral and factual
Informal
Neutral or factual
Subjective
The Subject Line in an email should be
Indirect
Informal
Long
Short
The expression “Hi/Hello + name ...……….” in an email is an informal
check_box Salutation
Conclusion
Headline
Opening
The expression “Hope to hear from you soon .” in an email is an informal
Conclusion
Headline
Opening
Salutation
The expression “I am writing to……….” in an email is in the
check_box Opening
Closing
Headline
Salutation
The expression “I recommend that ….” is used in
Conclusions
Findings
Proceedings
Recommendations
The expression “I’m writing from __________ and I was wondering if you could…” is used to
Cover relevant background information and details
Provide contact information
Reiterate action and/or thank
Request specific information or action
The expression “If you have questions about (my request / my order), please contact me at…” is used to
Cover relevant background information and details
Provide contact information
Reiterate action and/or thank
Request specific information or action
The expression “Just a quick note to……….” in an email is an informal
Closing
Headline
Opening
Salutation
The expression “Looking forward to your reply……….” in an email is in the
Conclusion
Headline
Opening
Salutation
The expression “Thank you for your letter of … regarding / concerning / in connection with…” is used to
Acknowledge receipt of a complaint letter
Apologize for the error or fault
Regret the dissatisfaction
Reject the complaint
The expression “Yours sincerely.” in an email is a very formal and rarely used
Close
Headline
Opening
Salutation
The 'From' section in a memo contains
check_box The name of the sender
The date
The main idea
The name of the receiver
The heading segment should include
check_box To, From, Date, Subject
From, Date,
To, Date,
To, From, Date
The heading segment should include
check_box To, From, Date,
From, Date,
To, Date,
To, From, Date
The report ……be signed and dated
Can’t
Mustn’t
Should
Shouln’t
The statement “I am writing to inform you that the goods we ordered from your company have not been supplied correctly.” is in
Background
Closing
Problem
Solution
The statement “I look forward to receiving your explanation of these matters.” is in
Background
Closing
Problem
Solution
The statement “Please send us a corrected invoice for $9,479.” is in
Background
Closing
Problem
Solution
The Subject Line in an email is the
Closing
Headline
Opening
Salutation
The 'Subject' section in a memo contains
The date
The main idea
The name of the receiver
The name of the sender
The 'To' section in a memo contains
check_box The name of the receiver
The date
The main idea
The name of the sender
There are ……. basic reasons to write a memo
2
3
4
5
There should be ….. sub-sections in a report
2
3
4
5
We clearly state the purpose of communication in the
check_box Subject line
“Date” section
“From” section
“To” section
We explain what the facts mean in
check_box Conclusions
Findings
Proceedings
Recommendations
We explain what the report is about in
Conclusions
Findings
Proceedings
Terms of reference
We should close the memo with a ………..ending that states what actions we want the reader to take
Friendly
Threatening
Unfriendly
Warning
We suggest what action(s) should be done in
check_box Recommendations
Conclusions
Findings
Proceedings
We write memos with purpose and make that purpose known in the
First paragraph
Fourth paragraph
Second paragraph
Third paragraph
When we received a complaint letter, if the cause of the problem were beyond our responsibility, we could
check_box Reject the complaint
Accept the complaint
Do nothing
Ignore the complaint
When we received a complaint letter, if we are sure that we are at fault, we should
Accept the complaint
Do nothing
Ignore the complaint
Reject the complaint
When we write a report, presentation and style are
Important
Not important
Not necessary
Useless
When writing a memo, we should keep paragraphs ….
Formal
Informal
Long
Short
When written properly, memos can be ……. in connecting the concern or issue of the writer with the best interests of the reader
check_box Very effective
Impolite
Inconvenient
Unnecessary
Yours sincerely is ……. of the business letter
check_box At the end
At the beginning
In the middle
Not necessary

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