Question 11 
When sending a memo to several people, one way to arrange theirnames is:
A. in alphabetical order. 
B. with the shortest name first to the longest name. 
C. with males first, then females. 
D. by seniority starting with person who’s worked the longest forthe organization. 
Question 12 
A letter acknowledging a remittance should:
A. give the amount and form of the remittance. 
B. give the date the remittance was sent to you. 
C. avoid discussion of your organization’s products orservices. 
D. stress the balance due, if any. 
Question 13 
A referral letter should be sent when:
A. an inquiry can be answered better by someone else. 
B. you wish to recommend someone for a job. 
C. a payment is enclosed. 
D. you don’t want to be bothered with it. 
Question 14 
Another name for a cover letter is a:
A. follow-up letter. 
B. transmittal letter. 
C. remittance letter. 
D. request letter. 
Question 15 
Errors in correspondence can present an unfavorable image of:
A. you (the writer), the reader, and your product orservice. 
B. your employer, the customer, and the competition. 
C. you, your employer, and your organization. 
D. you, the associations, and the competition’s products. 
Question 16 
Inquiry letters are letters that:
A. ask for more information about a product or service. 
B. ask for credit. 
C. try to reactivate business. 
D. ask for an adjustment. 
Question 17 
When asking several questions in a letter, you can make them moreobvious by:
A. putting all the questions in the closing paragraph. 
B. numbering the questions. 
C. putting all questions in the opening paragraph. 
D. putting all the questions in passive voice. 
Question 18  
When answering an inquiry, you should answer:
A. only the questions that you can give a positive answerto. 
B. the questions with negative answers first. 
C. all questions completely, starting with your most positiveanswer. 
D. the questions after you have completed all othercorrespondence. 
Question 19  
Form letters are often used to reply to inquiries when:
A. the item is expensive. 
B. you have had a lot of inquiries. 
C. you expect very few inquiries. 
D. you don’t have time for a personal letter. 
Question 20  
A cover letter is:
A. courteous and helpful. 
B. unnecessary. 
C. considered to be in poor taste. 
D. always mailed separately.

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