QUESTION 5 The correct salutation for this inside address is Balsam Company P.O. Box 34 Danville, IL 61832 Dear Sir: Dear Mr. Smith: Ladies and Gentlemen: Dear Ladies and Gentlemen: QUESTION 6 The most important characteristic of goodwill messages is humor 0 0 0 0 sincerity sarcasm flowery language QUESTION 7 The single, most important skill needed in establishing a positive tone in communications may well be positive words a 'you attitude" good grammar an active voice QUESTION 8 The four parts of a business letter are the inside address, closing, signature, and reference lines heading, opening, body, and closing date, inside address, message, and signature heading, inside address, subject line, and complimentary closing