21st-Century Skills: Business Letter Pre-Test – Flashcards
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What is the main advantage of using e-mail to complain about a service or product?
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An e-mail must be addressed to a specific person or department.
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What is the function of the subject heading in a letter of complaint?
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It gives the reader a quick understanding of the letter's topic.
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Which action should be the first step in dealing with a problem concerning a product or service you purchased?
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making a phone call or going back to the store
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What should be included in the closing portion of your letter or e-mail?
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your contact information
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Read the letter of complaint below and answer the question that follows. Jane Doe 1000 West Pearl Avenue Lacy, OH 43210 November 1, 2010 Manager, Kool Games Inc. 3101 East Swan Blvd. Palmdale, CA 93518 Faulty Game System To whom it may concern: I purchased a Kool Action game system from BullsEye on October 27, 2010, for $109.99. It seemed like a great price until I got it home and began trying to assemble it. Several parts are missing, and the store refuses to exchange the unit because it was on sale. It was not marked "As is," so I expected a complete and functioning unit.
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The sender's name should also appear at the end.
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Why is it important to address your letter to a specific person?
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It is more likely to be read and responded to by the right person.
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Read the passage below and anwer the question below. I purchased a Kool Action game system from BullsEye on October 27, 2010, for $109.99. It seemed like a great price until I got it home and began trying to put the thing together. Several parts are missing, and the store refuses to exchange the unit because it was on sale. It was not marked "As is," so I expected a complete and functioning unit. Evaluate the clarity and effectiveness of the excerpt from a letter of complaint above. What, if anything, should be added to this excerpt to help the reader address the concern?
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The model and serial numbers should be added.
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What advantage does a business letter have over an e-mail?
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Because it takes longer to write and send, it allows "cool down" time.
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Which statement is true?
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It's important to be clear and specific about the product or service and what went wrong.
