1. When addressing international mail, the country name should be typed
A. on the same line as the city/town line.
B. two lines below the city/town line.
C. at the top of the address.
D. below the postal code and city/town line.

2. What should you do if your manager has to leave the office to attend to personal business?
A. Tell callers honestly that your manager is attending to personal business and will call back as soon as possible.
B. Let the call go directly to voicemail.
C. Ask him or her to advise you what to tell callers while he or she is out.
D. Make up an excuse that sounds reasonable.

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

4. To keep your emails concise and to the point
A. use clear, short paragraphs.
B. avoid sending attachments.
C. compose your message based on what you would like to hear.
D. always use acronyms and abbreviations instead of full words.

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

6. 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.

7. To ensure security, passwords should be
A. kept near the main computer.
B. a combination of letters and numbers.
C. less than six characters long.
D. hard for you to remember.

8. What should you do if you don't know the name of the recipient and the company or organization refuses to disclose it?
A. Substitute the name of a person in the organization known to you, and request that they forward the letter to the appropriate individual.
B. Address the letter to the individual's title within the company.
C. Leave the recipient field blank.
D. Address the letter to the entire company or organization.

9. Some call waiting functions allow a caller to be _______ your line while you're on the phone with another caller, and your extension will ring as soon as you hang up with the first caller.
A. disconnected from
B. forwarded to
C. transferred to
D. camped on

10. Unlike the inside address, the recipient's address on the envelope of a business number should usually
A. include the phone number of the recipient.
B. be typed in all capital letters.
C. list the ZIP code on a separate line, below the city and state line.
D. include punctuation after abbreviations.

11. 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. To Whom It May Concern.
B. Dear Sir or Madam.
C. the recipient's first name only.
D. the recipient's full name.

12. 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. Politely inform the caller that you don't know who the appropriate person is and transfer him or her to the office operator.
D. 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.

13. 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. Offer to call the person back in a few minutes.
B. Politely inform the caller that it's going to take a few minutes to find the information and put him or her on hold.
C. Politely ask the caller to wait and put him or her on hold.
D. Inform the caller that it's going to take a while and place the receiver or headset on your desk.

14. When taking messages for another person, a good rule to follow is to
A. ask the caller if you've spelled his or her name correctly.
B. politely inform the caller that the person for whom the message is being taken probably won't return the call for a few days.
C. write down the number that appears on a Caller ID screen rather than the number the caller gives.
D. suggest that someone else at the company might be better suited to assist the caller.

15. One of the advantages of communicating through email rather than through letters and telephone calls is
A. grammatical errors aren't major concerns.
B. proper punctuation isn't necessary.
C. flexibility in terms of sending and receiving messages.
D. not having to worry about courtesy or politeness.

16. Special notations, such as CONFIDENTIAL or VIA REGISTERED MAIL are usually placed
A. at the bottom of the letter.
B. two lines below the date.
C. two lines above the signature line.
D. above the date.

17. 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. simply transfer the call and hang up.
C. ask the caller to call back using the proper extension.
D. advise the caller to leave a voicemail if the person to whom the call is being transferred isn't available.

18. Which of the following words represents a pronunciation problem?
A. Prescription
B. Performance
C. Children
D. Northren

19. The fourth line of the main heading of a memo is the _______ line.
A. Subject
B. From
C. To
D. Date

20. If your manager asks you to place a call for him or her, what's the best course of action?
A. Ask your manager beforehand what to do if the person being called is unavailable.
B. If the recipient answers, ask if this is a good time for him or her to speak to your manager.
C. Leave a voicemail message for the recipient if he or she is unavailable.
D. Send an email to the recipient before calling to determine whether he or she is available.