1. Unlike the recipient's address on the envelope, the inside address typed in a business letter
A. includes punctuation.
B. omits the recipient's name.
C. uses only lower case letters.
D. doesn't include a ZIP code.

2. The subject or attention line is usually placed
A. one line above the salutation.
B. immediately after the salutation.
C. one line after the inside address and two lines before the salutation.
D. two lines after the inside address and two lines before the salutation

3. When recording a personalized voicemail greeting on your office phone, your greeting should
A. include only the company name and your extension number.
B. be professional in content and tone.
C. sound personal and cheerful.
D. offer as little information as possible.

4. Call _______ automatically sends phone calls that are made to your line to another phone number.
A. camping
B. forwarding
C. transferring
D. waiting

5. Which of the following is a typical purpose of a memo?
A. To reach many people when they can't be reached in person
B. To communicate several types of messages in a single format
C. To deliver bad news
D. To confront or accuse people

6. The dateline of a letter should correspond to the day the letter is
A. transcribed.
B. dictated.
C. mailed.
D. received.

7. If you know the name of the recipient of a business letter, but are unsure of that person's gender, the appropriate salutation is
A. Dear Sir or Madam.
B. the recipient's first name only.
C. the recipient's full name.
D. To Whom It May Concern.

8. What is typically the purpose of the beginning of the body of the letter?
A. It immediately presents a way for the reader to respond quickly and easily.
B. It provides a brief statement of the subject or purpose of the letter.
C. It presents questions that need to be answered.
D. It answers questions posed by the reader in an earlier communication.

9. A caller becomes irate and demands to speak to your manager, Mrs. Wilson. When you inform the caller that your manager is in a meeting, the caller says, "I know she wants to be interrupted to speak to me!" What is the appropriate response?
A. "Oh, I'm sorry, I'll put you right through."
B. "I told you she was in conference!"
C. "Mrs. Wilson can't be contacted now, but I'll give her your name and number as soon as possible."
D. "I don't know quite what to do; I'll go into the conference and ask."

10. What should you do when leaving a voicemail for someone else?
A. It's always acceptable to provide confidential information.
B. Inform the other person not to bother calling back; you'll try again later.
C. Always say the message is urgent and ask to be called back as soon as possible.
D. Provide a good timeframe in which to return your call.

11. When transferring a call to another person in the company, the best policy is to
A. tell the caller the name, department, and extension of the person to whom the call is being transferred.
B. advise the caller to leave a voicemail if the person to whom the call is being transferred isn't available.
C. ask the caller to call back using the proper extension.
D. simply transfer the call and hang up.

12. What should you do if you know you'll need to leave the telephone for more than 30 seconds to find information for a caller?
A. Politely ask the caller to wait and put him or her on hold.
B. Inform the caller that it's going to take a while and place the receiver or headset on your desk.
C. Politely inform the caller that it's going to take a few minutes to find the information and put him or her on hold.
D. Offer to call the person back in a few minutes.

13. Which of the following is an example of a good listening skill?
A. Using verbal reinforcers throughout the conversation, such as "Yes," and "I understand."
B. Replying to the caller as "you" rather than using his or her name.
C. Not taking notes.
D. Listening to what the caller is saying as well as to what the person sitting next to you is saying.

14. The author of a memo typically signals his or her approval of the memo by
A. placing a checkmark next to his or her name.
B. initialing his or her name in the heading.
C. using reference initials.
D. formally signing his or her name in a signature block.

15. What should you do when asked to take down a detailed message for your manager or supervisor?
A. Politely suggest that the caller leave a voicemail message instead.
B. Make your best guess when you don't understand a detail rather than indicate your uncertainty.
C. Politely suggest that the caller call back when you know your manager will be in the office to receive the call directly.
D. Repeat the message back word for word after it's been given.

16. A third-level heading of a memo is typically
A. never followed by text.
B. placed at the left margin of the memo.
C. typed in all capital letters.
D. a subheading of the fourth-level heading.

17. The body of the letter begins _______ lines below the salutation.
A. two
B. one
C. three
D. four

18. If an attention line is required on a business letter envelope, the United States Postal Service recommends placing it
A. in the bottom-left corner of the envelope.
B. below the state, city, and ZIP code line.
C. one line below the recipient's name.
D. above the recipient's name.

19. The part of an email that describes what it's about is the
A. subject line.
B. address.
C. message.
D. carbon copy information.

20. What should you do if a caller needs a particular question answered and you're completely uncertain about whom the caller should contact?
A. Put the caller on hold while you ask others in the office who the appropriate contact person might be.
B. Transfer the call to the person who you think might provide the correct information.
C. Ask the caller's name, number, and purpose of the call, and tell him or her that someone will call back in a few minutes.
D. Politely inform the caller that you don't know who the appropriate person is and transfer him or her to the office operator.