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CHAPTER 2
Workplace Correspondence: Memos and E-mail, and Business Letters
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or
answers the question.
1. Which of the following elements of a traditional memo is NOT needed in an e-mail?
A) the word memo or memorandum at the top
B) To line
C) Date line
D) Subject line
E) None of these answers is correct.
Correct Answer: A
2. Which of the following business letter elements is NOT needed in an e-mail?
A) a letter-style salutation
B) a signature block
C) a complimentary close
D) All of these answers are correct.
E) None of these answers are correct.
Correct Answer: D
3. What is the main purpose of a signature file in an e-mail?
A) to make the e-mail seem less formal
B) to identify your name and address if your e-mail name and address don’t fully reveal your
identity
C) to replace the salutation traditionally used in a written business letter
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: B
4. Which of these is a drawback to writing an e-mail, as opposed to a voice mail or face-toface meeting?
A) E-mail can be sent to multiple recipients at the same time.
B) E-mail creates a permanent record.
C) E-mail is unable to fully convey tone of voice.
D) both (B) and (C)
E) All of these answers are correct.
Correct Answer: D
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5. Which of the following is a difference between traditional memos and e-mails?
A) An e-mail is generally less time-consuming to produce.
B) An e-mail can be sent almost instantaneously.
C) More needless correspondence is created by e-mail.
D) Memos tend to be proofread more carefully.
E) All of these answers are correct.
Correct Answer: E
6. Identify one cause of an “e-mail about e-mail.”
A) mistakes caused by hasty composition
B) the use of spell-checkers
C) the relative informality of e-mail
D) the use of text messaging instead of e-mail for relatively informal interchanges
E) the use of grammar checkers
Correct Answer: A
7. A letter-style salutation is eliminated by which of the following?
A) the To line of an e-mail
B) the complimentary close of an e-mail
C) the signature block of an e-mail
D) the Subject line of an e-mail
E) the CC feature of an e-mail
Correct Answer: A
8. Which of the following is true of an in-house e-mail, as opposed to an outside e-mail?
A) The tone of an in-house e-mail can be more informal.
B) An in-house e-mail is usually longer and more fully developed.
C) More background information is needed for an in-house e-mail.
D) An in-house e-mail should use a letter-style salutation and complimentary close.
E) All of these answers are correct.
Correct Answer: A
9. Which of the following is a recommended practice when sending an attachment?
A) Avoid sending very large attachments.
B) Include a sentence in the body of the e-mail referring to the attachment.
C) If possible, include the information in the body of the e-mail instead of sending an
attachment.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
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10. Which of the following should NOT be sent via company e-mail?
A) political messages
B) jokes
C) chain letters
D) pornographic images
E) All of these answers are correct.
Correct Answer: E
11. Which of the following is true about forwarding an e-mail to other readers?
A) You should have the original writer’s knowledge and permission.
B) It is appropriate to do so as long as you send it to only one other reader.
C) It is appropriate to do so as long as the message is business-related.
D) It is appropriate to do so as long as the message was sent from the reader’s business email address to your business e-mail address.
E) None of these answers is correct.
Correct Answer: A
12. Which of the following is true about personal messages?
A) Many employers provide a separate e-mail “bulletin board” for announcements such as
personal sales and unwanted tickets to events.
B) Personal messages may be sent as long as you do so to one recipient at a time.
C) Personal messages may be sent as long as you do so only in a mass mailing.
D) You are not legally responsible for the content of any personal messages.
E) None of these answers is correct.
Correct Answer: A
13. Which of the following is true about memo length?
A) A typical memo length is four relatively brief paragraphs.
B) Memo length is determined by purpose and audience.
C) Some memos may be only one sentence or paragraph.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
14. The Subject line of a memo is analogous to which of the following?
A) a newspaper headline
B) a complimentary close
C) a fax message
D) a salutation
E) None of these answers is correct.
Correct Answer: A
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15. Review the scenario in Exercise 2.1 in the text. In this situation, what would be the most
appropriate way to send the e-mail?
A) The e-mail should be sent simultaneously to all the affected employees.
B) The e-mail should be sent individually to all the affected employees.
C) A memo should be posted on the lunchroom bulletin board.
D) The 40 employees most likely to volunteer should be contacted by voice mail, followed
by an e-mail to all employees if an insufficient number volunteer.
E) None of these answers is correct.
Correct Answer: A
16. A traditional memo contains which of the following elements?
A) one to four paragraphs
B) a Subject line
C) a Date line
D) a From line
E) All of these answers are correct.
Correct Answer: E
17. An outside e-mail nearly always includes a letter-style salutation and complimentary
close, unless which of the following circumstances is true?
A) The e-mail contains detailed information providing background about the reason of the
current e-mail.
B) Including a salutation and complimentary close will cause the e-mail to exceed one
screen page in length.
C) The writer and reader have established an ongoing professional relationship.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: C
18. Which of the following is a typical use for a business letter?
A) asking for information
B) purchasing a product or service
C) requesting payment
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
19. “Claim letter” is another term for what type of business letter?
A) one that responds to a complaint
B) one that voices a complaint
C) one that authorizes a purchase order for a particular product or service
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: B
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20. Which of the following is a correct statement about a business letter format?
A) Over the years, letters have been formatted in various ways.
B) Today, “full block” style is the norm.
C) Every line in full block style begins at the left margin.
D) both (B) and (C)
E) All of these answers are correct.
Correct Answer: E
21. Which of the following is a correct statement about the body of a letter formatted in full
block style?
A) The letter is single-spaced throughout, with double spacing between the blocks of print.
B) The letter is double-spaced throughout, with single spacing between the blocks of print.
C) The letter is single-spaced throughout, with single spacing between the blocks of print.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: A
22. Which of the following is a correct statement about the open punctuation system?
A) No punctuation is required at the end of a paragraph.
B) The colon after the salutation is omitted.
C) The comma after the complimentary close is omitted.
D) Both (B) and (C) are correct.
E) All of these answers are correct.
Correct Answer: D
23. The use of “window” envelopes coincides with which tendency in formatting?
A) full block style
B) no punctuation, all capitals
C) quadruple spacing after the complimentary close
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: B
24. Which of the following is true about e-mail and fax transmissions, but not about letters?
A) The writer’s address is preprinted on letterhead.
B) The exact date of transmission is indicated.
C) The exact time of transmission is indicated.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: C
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25. The term “inside address” refers to which of the following?
A) the receiver’s full name, title, and address
B) the writer’s full name, title, and address
C) the preprinted letterhead on which most standard business letters are sent
D) a salutation like “Dear Human Resources Department”
E) None of these answers is correct.
Correct Answer: A
26. Which of the following does the text recommend as a strategy for the introduction of a
sales letter?
A) Provide all relevant details about the product or service you’re selling.
B) Create an incentive by explaining the advantages of purchasing.
C) Encourage the reader to contact you to discuss payment options.
D) Get the reader’s attention.
E) None of these answers is correct.
Correct Answer: D
27. Which of the following does the text recommend as a strategy for the conclusion of a
sales letter?
A) Thank the reader in advance for becoming a customer.
B) Get the reader’s attention.
C) Provide relevant details about the benefits of the product or service.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: A
28. Which of the following does the text recommend as a strategy for the middle section of
an order letter?
A) If appropriate, use a table to present relevant details about your order.
B) Thank the reader in advance for filling the order.
C) Provide your contact information and, if appropriate, a self-addressed, stamped envelope.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: A
29. Which of the following does the text recommend as a strategy for the introduction of a
claim letter?
A) Provide necessary background information, then identify the problem.
B) Thank the reader in advance for correcting the problem.
C) Provide your contact information (phone, e-mail, and postal address).
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: A
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30. Which of the following does the text recommend as a strategy for the introduction of an
inquiry letter?
A) Thank the reader in advance for complying with your request.
B) Specify the deadline by which you would like the request to be fulfilled.
C) Include your contact information and, if appropriate, a self-addressed, stamped envelope.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: E
31. Which of the following is true of sending a message by fax?
A) You should include a cover memo along with the document being faxed.
B) A cover memo for a fax should indicate the total number of pages being sent.
C) A cover memo for a fax is typically sent on letterhead.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
32. Which of the following does the text recommend as a complimentary close?
A) “Sincerely”
B) “Yours very truly”
C) “With best regards”
D) “Dear Sir or Madam”
E) “Gentlemen”
Correct Answer: A
33. Which of the following is NOT an essential element of a business letter?
A) a Subject line
B) a CC line
C) the time of transmission
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
34. The phrase “pursuant to our agreement” is an example of which of the following?
A) plain English
B) an overly bureaucratic construction
C) a business letter cliché
D) both (A) and (B)
E) both (B) and (C)
Correct Answer: E
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35. The U.S. Postal Services recommends that envelopes be addressed in which of the
following ways?
A) to facilitate computerized scanning and sorting
B) with all capital letters
C) with no punctuation
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
SHORT ESSAY. Answer the questions below using what you read in the book to help you
formulate your answers.
36. Compose a signature file for yourself and explain why you have chosen to include each
element in the signature file. Also explain any information that you considered including
but decided to omit.
37. Review the main differences in format between a traditional (paper) memo and an e-mail
memo.
38. Explain two situations where a voice-mail or face-to-face meeting would be preferable to
an e-mail message.
39. You are vice president of a club for students in your major. The club would like you to
invite one of your former instructors (who teaches at the nearby community college you
used to attend) to come to the club’s next meeting and answer students’ questions about
the job market in your field. Draft a letter asking the instructor to attend the meeting.
40. Write a thank-you note acknowledging your instructor’s participation in the club meeting
mentioned in question 39.
41. Assume you are the instructor mentioned in question 39. You will be unable to attend the
meeting, but you can recommend another faculty member who would be a good
substitute. You need to write a letter to the student who invited you to speak. Which of
the letter structures outlined on pages 32–33 (Table 2.1) of the text would be the best one
for organizing this letter, and why?
