QUESTION 13 You can reflect a 'you attitude by using the words 'you' and 'your" focusing on the reader putting the reader into the picture all of the above QUESTION 14 The friendliest and most tactful letter you can write fails to build goodwill if the letter does not offer a free trial the information given is incomplete you provide the customer too much information you fail to resell a product or service they purchased QUESTION 15 When you prepare a merno on plain paper rather than a pre-printed memo form, you should use default side margins and a 1- or 2-inch top margin double space and block heading guide words at the left margin use capital and lowercase letters for addressee name(s), sender name(s), date, and subject all of the above QUESTION 16 Reselling a product or service is appropriate for a new customer only for a new customer as well as a longtime customer only for first-time buyers only if the customer is having a problem with the product or service