QUESTION 9 Preprinted message forms are used when information is regularly collected routine information needs to be recorded a form would save time all of the above QUESTION 10 Putting the reader into the picture creates a n) reader centered letter organizational centered letter "we" centered letter insincere letter QUESTION 11 Which of the following best indicates a "you attitude"? Your complaint is being reviewed. We are happy to have you as a customer. You are an important customer. We feel sure we can give good service. QUESTION 12 All memo headings should contain MEMO TO, DIVISION, DATE, FROM DATE, REFERENCE, FROM, FLOOR DATE, MEMO TO, FROM, PHONE MEMO TO, FROM, DATE, SUBJECT