Multiple Choice

$11.$ When writing a routine request, which of the following is an appropriate action?

a$.$ Soften your request with words such as please.

b$.$ State precisely what you want.

c$.$ Assume your audience will comply.

d$.$ Do all the above.

$12.$ If you list a series of questions in a routine request letter

a$.$ ask the least important questions first.

b$.$ ask the most important questions first.

c$.$ include two or three topics in one question to keep your message short.

d$.$ use no question marks, since this is a business message.

$13.$ When writing a routine letter requesting information and action

a$.$ close with a justification of your request.

b$.$ close with a clear statement of your reason for writing.

c$.$ close with a specific account of what you expect and a deadline.

d$.$ do none of the above.

$14.$ A claim letter should open with

a$.$ an emotional statement demanding a settlement.

b$.$ a straightforward statement of the problem.

c$.$ an explanation of details of the situation.

d$.$ none of the above.

$15.$ Which of the following does not describe an effective presentation of facts in a claim letter?

a$.$ Clarity

b$.$ Politeness

c$.$ Honesty

d$.$ Aggressiveness