The following information appears at the end of all of Molly's outgoing emails:

Molly S. Glenn

Assistant Manager

The Creekside Cafe

4422 Clear Creek Road, Danville, TN 44882

[phone]

[e-mail]

This information is Molly's e-mail:

• Carbon Copy

• Attachment

• Signature

• Etiquette

A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:

• product ratings and grades.

• all the necessary information.

• exchange rates.

• a map of all business locations.

As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should:

• refer to the appropriate publisher's style manual.

• ask his coworker for advice.

• look up the information in a current dictionary.

• identify the readers' preferences.

Which is a formatting characteristic of a full-block business letter?

• double-spacing within the paragraph

• no paragraph indents

• indented first paragraph

• using a right justification for all paragraphs

Jane had to write a letter of termination for one of her employees. Which aspect of business written communication is she using?

• indirect

• information

• negative

• persuasive

The project manager sent a memo to her/his team outlining the project goals and task items to achieve the goals. Which aspect of business written communication is being used?

• indirect

• information

• persuasive

• results oriented

The accounting department at the shoe store has not received payment from a customer. Which would be the best form of business communication to use in this situation?

• conversation in person

• letter

• memo

• phone

Terry is sending a letter to one of his most important clients about upcoming investment opportunities. He wants to make sure that he has included all of the important information that his client will need to make an investment decision. What professional characteristic is Terry concerned with?

• clear

• concise

• complete

• correct

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?

• upward

• lateral

• written

• verbal

The primary reason the business benefits when salespersons practice good customer relations is that it:

• develops repeat customers.

• prevents customer objections.

• promotes quality service.

• segments the business's market.