Multiple choice

Question 1 

Reselling a product or service is appropriate:

A. for a new customer only. 

B. for a new customer as well as a longtime customer. 

C. only for first-time buyers. 

D. only if the customer is having a problem with the product or service. 

Question 2 

Goodwill letters should:

A. use humor to keep them light and interesting. 

B. avoid humor to make them sound more formal. 

C. avoid humor because it could easily be interpreted as sarcasm. 

D. interpret humor for the receiver. 

Question 3 

When an individual has done an exceptional job, a thank-you letter will be appreciated more if:

A. the letter contains a minimum of five paragraphs. 

B. a printed thank-you card is sent. 

C. a copy of the letter is sent to the individual's supervisor. 

D. the letter is sent confidentially. 

Question 4 

The two types of invitations that you may be called upon to create are:

A. social and formal. 

B. formal and informal. 

C. semi-formal and formal. 

D. informal and semi-formal.