CSR - 2/3_S2_WC

One of your customer service employees, John, has not been following the proper documentation procedure. You want to send an email to the team reviewing the procedure. Who is the audience?

• People on the customer service team

• John, the person not following the procedure

• All employees in the company

In business, which of the following tones should be part of every written communications?

• Vague

• Sarcastic

• Polite

• Funny

In business writing, tone is typically driven by word choice, paragraph length and font style.

• False

• True

You need to write an email to employees explain the business just LOST a BIG sales contract. The email should have a professional, but negative tone.

• False

• True

In business writing, which statement best describes "tone?"

• The visual look and feel of document

• The length of the document

• The information given to the audience

• The attitude shown towards the audience

Which of the following is a benefit of effective written communications in business?

• Reflflect well on you as an employee

• Build better business relationships

• Add to your credibility

• All of the above

7. Which of the following is NOT one of the three basic questions you should answer before starting a business communication?

• What is the purpose?

• Who is the audience?

• What font should be used?

• What tone should be used?

Which of the following is the BEST or MOST important tip for writing a good e-mail body?

• Use multiple paragraphs

• Restate the main purpose in the closing sentence.

• Focus on a several important topics

• Keep the email message short

What section of an email comes after the body?

• Salutation

• Header

• Signature

• Attachments

What is the least amount of information that should be included in a signature for a business email?

• Your name and contact information

• A closing and your name

• A closing, your name and contact information