Question 1 of 20
Which of the following features are you likely to find in a word-processing program?
A. Address book
B. Stylus
C. Thesaurus
D. Filters

Question 2 of 20
What type of software would a writer use to produce a slide show for a meeting?
A. Database application
B. Presentation application
C. Spreadsheet application
D. Personal information application

Question 3 of 20
Although spell checkers are useful for identifying misspelled words, they cannot distinguish:
A. words that are spelled correctly but used incorrectly
B. troublesome words that are misspelled
C. homonyms that are misspelled
D. synonyms that are misspelled

Question 4 of 20
Which of the following is a true statement about e-mail?
A. E-mail changes only the message.
B. E-mail changes only the way the message is delivered.
C. E-mail changes both the way the message is delivered and the message.
D. E-mail does not change the way the message is delivered and the message.

Question 5 of 20
E-mails are effective when used to:
A. send long, complex information.
B. avoid confrontation.
C. exchange ideas.
D. discuss sensitive issues.

Question 6 of 20
Which of the following is NOT a common element of e-mails?
A. Subject line
B. Brief paragraph or paragraphs
C. Formal closing
D. Name of sender

Question 7 of 20
The use of e-mails is appropriate in communicating to:
A. discipline an individual.
B. discuss confidential information.
C. respond to someone when you are angry.
D. provide concise information.

Question 8 of 20
Which of the following is NOT a true statement about creating e-mails?
A. A formal closing is not required.
B. A formal closing should appear before the name.
C. An e-mail should consist of just one topic.
D. E-mail paragraphs should be three to four lines.

Question 9 of 20
A memo has two parts, the:
A. heading and the date.
B. heading and the complimentary closing.
C. heading and the body.
D. subject and the body.

Question 10 of 20
All memo headings should contain the following:

Question 11 of 20
When sending a memo to several people, one way to arrange their names 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 for the organization.

Question 12 of 20
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 or services.
D. stress the balance due, if any.

Question 13 of 20
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 of 20
Another name for a cover letter is a:
A. follow-up letter.
B. transmittal letter.
C. remittance letter.
D. request letter.

Question 15 of 20
Errors in correspondence can present an unfavorable image of:
A. you (the writer), the reader, and your product or service.
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 of 20
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 of 20
When asking several questions in a letter, you can make them more obvious 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 answer to.
B. the questions with negative answers first.
C. all questions completely, starting with your most positive answer.
D. the questions after you have completed all other correspondence.

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.