Multiple choice

Question 1 

You will achieve the you attitude in your letter if you:

A. use as many you and your words as possible. 

B. use you and your carefully and thoughtfully, putting the reader into the picture. 

C. focus on your reader in the last paragraph. 

D. feel confident in your speaking ability. 

Question 2 

In written communications, your tone is transmitted by your:

A. image. 

B. body language. 

C. words and perceived spirit behind them. 

D. facial expressions. 

Question 3 

A letter can:

A. influence what a person thinks about an organization. 

B. strengthen positive tone with the use of "we." 

C. help you build on an exaggerated attitude. 

D. help your customer overcome your bragging attitude. 

Question 4 

When writing a letter containing bad news, consider the customer's or client's viewpoint by:

A. pointing out benefits to the customer where few or none may be apparent. 

B. giving them the bad news in the opening sentence. 

C. saying no without giving reasons. 

D. pointing out that you are just following company policy.