| A | B |
|---|
| business stationary | letterhead |
| contains an introduction, detailed information, and a conclusion | body |
| first line written or keyed on a business letter | date |
| formal greeting | salutation |
| identifies the sender | signature |
| includes the recipient's full name | letter address |
| may include the word Sincerely | complimentary close |
| serves as a reminder that there is something included with the letter | enclosure notation |
| A term describing the generally accepted manners for electronic communications is | netiquette |
| When addressing a business letter to a company and not to a person, use the words | Ladies and Gentlemen |
| The first step in planning a speech is to | define the purpose of the speech |
| In the modified block letter style, the complimentary close appears | at the horizontal center of the letter |
| A signature footer is a part of a/an | e-mail |
| When answering a business telephone, you should first | identify yourself |
| A colon follows the salutation and a comma follows the complimentary close when using | mixed punctuation |
| The most important thing to remember when giving a speech is to | get the attention of the audience |
| If you address a business letter to Ms. Karen Peters, you should use the words | Dear Ms. Peters |
| Which of the following demonstrates good telephone technique when you must leave the telephone line? | "Mr. Perez is on another line. Please hold, and he will be with you in a moment." |
| Avoid the use of all capital letters and "smileys" when sending a/an | e-mail |
| Communicating includes speaking, reading, writing, and | listening |
| Sincerely is a frequently used | complimentary close |
| In the block letter style | all parts begin at the left margin |
| The first paragraph of a letter | explains the purpose of the letter |
| The last paragraph of a letter | summarizes the main points |
| When writing a complimentary close, capitalize | the first word |
