Chapter 6 Study Guide

Business letters are typically sent

• to relay bad news.

• within an organization.

• outside an organization.

• only by high-level executives.

In which of the following situations should you send a letter instead of an e-mail message?

• You are planning a sales team meeting.

• You are asking leading members of the community to contribute to a fundraising event to improve local parks.

• You are inviting employees to the annual sales seminar.

• You are reminding employees of Friday's divisional meetings.

Although e-mail is successful for both internal and external communication, you should still use letters when

• you need immediate feedback.

• the message must reach your reader very quickly.

• formality and sensitivity are essential.

• you have too little time to proofread.

A popular format of business letters, called __________ style, aligns all parts on the left of the page.

• justified.

• formal.

• informal.

• block.

Which of the following is an effective opening for a routine request message?

• Please answer the following questions about your Web services.

• My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.

• I recently read an article about your firm in the local newspaper.

• Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.

The body of a routine request message presents

• details explaining the request.

• action responses from the receiver.

• deadlines and approvals from governmental agencies.

• cost-to-benefit ratio analyses.

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

• As a separate enclosure.

• In a bulleted or numbered list in the body of her message.

• In paragraph form in the body of her message.

• In a follow-up e-mail.

End dates and specific actions in a routine request message should be placed in the

• introduction.

• body.

• closing.

• enclosure notation.

Which of the following would be the most effective closing statement in a routine action request message?

• Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.

• We hope you can get our work completed in a timely manner.

• Thank you in advance for sending a copy of the contract for installation of a new HVAC system.

• I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible convenience.

Which of the following is the most effective opening sentence for a response message?

• Your letter of June 23, in which you sought information about our corporate travel packages, has been referred to me for reply.

• This is to inform you that we have received your letter of June 23 seeking information about our corporate travel packages.

• Yes, we can put together a corporate travel package that will meet your needs and fit your budget.

• Thank you so much for your interest in our corporate travel packages.