Professional Documents
Culture Documents
1. What's the name for the program or service that lets you view e-mail messages?
A.
Web browser
B.
E-mail clients
C.
The Tardis
D.
Outlook Express
2. Which of the following is considered to be poor e-mail etiquette?
A.
Keeping the message personal
B.
Responding to messages as soon as possible
C.
Using lots of capital letters to emphasize certain words
3. The tone of a professional email message should be:
A.
Conversational.
B.
Formal.
C.
Casual like the tone you use with friends.
D.
"Yo, dude! Whassup?"
4. What is the most important thing I should do with every e-mail?
A.
Spell check, use full sentence structure and use proper grammar.
B.
Have a nice greeting: Hi, Hello, etc.
C.
Have a proper sign off: TIA, Sincerely, etc.
D.
All of the above.
5. When writing an email message, paragraphs should:
A.
Be long.
B.
Be short.
C.
Be indented.
D.
Be invisible no one can mess it up that way.
6. The best way to make several points in an email is:
A.
Include all the points in the first paragraph.
B.
Include all the points in the last paragraph.
C.
Use lists with bullets or numbers.
D.
Put it on a banner and rent an airplane to fly over the office pulling the banner.
7. At the end of an email message, you should include:
A.
Only your name.
B.
Only your name and company.
C.
All your relevant contact information.
D.
A picture of your pet python and twin tarantulas.
8. Before sending a very large attachment, I should:
A.
Just attach it and send it.
B.
Send it first thing in the morning and call to make sure it was received.
C.
Send it during week days.
D.
Compress the file, then ask first when would be the best time to e-mail it.
9. When sending a message, you should copy ("cc"):
A.
Everyone in the department just in case.
B.
Your boss and your boss' boss so they know that youre working hard.
C.
Only those people who absolutely need to know.
D.
10.
A.
B.
C.
D
.
2. Using the 'read receipt' option should be only be used when you need to know an email
was read.
A.
True
B.
False
3. What should you include in the subject line of any e-mail you send?
A.
Nothing. The subject line is optional
B.
A sentence describing why you are sending the e-mail
C.
A short phrase (3 - 5 words) describing the reason for your e-mail
4. How should email be considered somewhat like a phone call?
A.
The tone should always be informal and comfortable
B.
You should know your emails are private
C.
Emails should be short, concise and to the point, like phone calls
D.
Email should never be considered anything like a phone call
5.
A.
B.
C.
D
.
A.
B.
C.
8.
When is it appropriate to use the 'Reply to All' button when replying to an e-mail message?
A.
B.
C.
D.
9.
A.
B.
C.
D.
10. If you have a very large attachment to send, what should you do?
A.
Compress or 'zip' the file first
B.
Email it to yourself first and make sure that your system can handle it
C.
Try to break it up into several smaller attachments if possible
D.
Just attach it and send it
11.
A.
B.
C.
D.
12. When should you pay attention to spelling and grammar in an e-mail message?
A.
Never, e-mail recipients do not expect you to use correct grammar or spelling
B.
When sending a message to a teacher
C.
When sending a message to a potential employer
D.
Always, regardless of who will receive your message
13. What should you do if you receive a chain e-mail that promises you will receive lots of
money if you forward it to at least 10 people?
A.
Forward the message to your ten best friends
B.
Delete the message as junk mail
C.
Make up ten e-mail addresses to forward it to
D.
Forward it to 20 people in your contacts list
14. Why should you not type in all caps when writing an email?
A.
Because it takes up more room and makes the email longer
B.
Because it is hard to read
C.
Because it is considered 'yelling'
D.
Because it is tough on your keyboard
15.
A.
B.
C.
An attachment can be
Digital photos
Documents
All of the above
5. To sign into your account, you will need your Username and your
A.
Password
B.
Domain Name
C.
Home Address
6.
A.
B.
C.
7.
A.
B.
C.
10. The first part of your email address before the '@' is called your:
A.
Domain name
B.
Username
C.
Password
11. Once you receive an email you can reply or forward the message to someone else.
A.
True
B.
False
12.
A.
B.
True
False
13. The _______ is the part of an e-mail message that contains the address of the sender and
recipient.
A.
Body
B.
Footer
C.
Header
14.
A.
B.
15.
A.
B.
Never
Only with your supervisors approval and with support from IT if its personal
information that needs to be encrypted
Anytime
C.
D.
E.
B.
False
5. Closing an email with our contact details is important and helpful to the reader.
A.
True
B.
False
6. Carrefour is trying to __________ young shoppers by offering fashionable clothing.
A.
Trap
B.
Target
7. Emoticons in business emails help the reader to understand our mood
A.
True
B.
False
8. What is the last thing you should do before hitting send on your email?
A.
Conclude
B.
Proof read the mail
9. You 'CC' someone in an email only if you want to:
A.
Keep them informed of the situation outlined in the email
B.
Want them to do something about what is mentioned in the email
10. What are the things you should analyze regarding the tone of an email.
A.
Emotion
B.
Time Reference
C.
Punctuation
D.
Language/ Style
E.
All of the above
11. We should use 'Italics' in font in our business emails to give a pretty image.
A.
True
B.
False
12. Greeting a customer in an email is not at all important in a business email
A.
True
B.
False
13. Which of the following are positive emotions? (answer is more than 1)
A.
Happy
B.
Grateful
C.
Angry
D.
Patient
E.
Confused
14.
A.
B.
15. Using short abbreviations & chat expressions such as 'Rgds in place of Regards', 'Pls in
place of Please', etc. not only saves time but also ensures the customer is in touch with
latest trends and expressions being used in todays business communcations.
A.
True
B.
False
Sender
Recipient
Body
Signature
Subject line
True
False
At the end
In the beginning
Dispersed throughout
Good morning.
Hiya!
What's up?
Sorrow
Listening
Yelling
Ask questions
30 seconds-5 minutes
7 days
24-48 hours
2-3 hours
Within 24 hours
It is urgent
High five
Instant message
Pizza
Phone call
Emails are
Secret
Top secret
Public
True
False
13
Reply to all
Reply to sender
Reply to some
Correct:
Explanation
Experts believe that replying to every business email addressed to you is a must.
It shows character, organization, and respect towards the sender. When done
within 24 hours (as soon as you can), it falls in the correct time frame, excluding
weekends. If for reasons one is unable to reply promptly, a note acknowledging
receipt is highly recommended.
True or False
Yes, No and Thank You are acceptable ways of replying to a work email?
(A) True
(B) False
Correct:
Explanation
According to corporate trainer Bruce Mayhew, a quick reply, saying 'I'll have an
answer for you tomorrow', 'Yes' and/or 'Thank you' is polite and a simple, time
efficient way to be build relationships and be motivating. It should also be kept
in mind that the intent of the reply by answering a Yes, No or Thank You should
not seem rude; this will depend on the relationship between the two people and
the content of email replied to. Practicing discretion is important.
(B) Tahoma
Correct:
Explanation
Fonts used should be easy to read and neutral. They should not set a casual,
careless or celebratory tone for the email. Tahoma, Verdana, Calibri, Times New
Roman, Cambria, and Arial are some of the commonly-accepted fonts for all
forms of formal writing. In addition, using very large fonts or using all capitals
should be avoided, as it may seem like shouting in electronic communication.
You just finished an awesome power point presentation with high-def images for your client.
Should you send it to the clients inbox?
(A) Yes
(B) No
Correct:
Explanation
Email etiquette experts unanimously agree on not sending large attachments in
email, especially if prior permission is not sought from the recipient. Large
attachments might jam the mail servers, much to system administrators
annoyance. The recipient may not appreciate receiving large files to download if
they do not concern them enough. Instead, snapshots of the attachment can be
sent and permission can be sought to send the complete file.
(A) True
(B) False
Correct:
Explanation
Its simple: the chances of your email being read, sooner rather than later, is
directly related to the relevancy of your subject line. Subject lines are like
newspaper headlines, if it catches the readers attention, it will be read quickly.
Go for clear, succinct and pertinent subjects like Update on new project,
Minutes from Saturdays meeting, and Question about your proposal.Vague
phrases that leave much to recipients imagination are a no-no for professional
emailing.
(A) Yes
(B) No
Correct:
Explanation
It might be tempting to send a funny joke, video or some other chain email you
consider helpful to your co-workers, but please dont. In all likeliness, the
majority of the people you send a chain email to will hate you for sending it.
More so in a work environment where everyone is busy managing time and any
distraction is unwelcome. Sending such emails on office time via the office
network might put you under the bosss scanner as well. If you are at the
receiving end of such an email, it is okay to be honest and politely let the sender
know that you are not interested in this kind of correspondence.
If an email has been sent to you and 10 other people together, replying to the entire group is
not necessary.
(A) True
(B) False
Correct:
Explanation
A group email might be for official purposes or a chain email. In both cases,
reply all isnt a sound option, unless of course your message is meant to be
conveyed to everyone. For example if a team is working on a project and
everyone needs to be updated, its fine. Otherwise, just replying to the sender
will suffice. No one wants their inboxes to buzz with a never-ending email thread
that has nothing to do with them.
Correct:
Explanation
Attention to detail will speak highly of you through your email. Laid back and
colloquial expressions like Yo fellas,Hi folks, or Hey all will leave a
conflicting impression in the readers mind. On the other hand, a properlyaddressed email with the right signoff will leave a sincere and professional
impression.
Similarly, other casual behaviors like using nicknames (Mike for Michael or
Katy for Katherine) should also be avoided unless the person prefers the
shortened version of their name.
An email signature is a reflection of your personality. Adding a life quote, all your social
media links and emoticons to pep it up is perfectly fine.
(A) True
(B) False
Correct:
Explanation
People will really appreciate if they dont have a mini-resume to read through in
your signature, or those wisdom-oozing quotes that never end. Automated
signatures are a great feature but they should be kept simple. Essential
information includes your name, basic contact, title and perhaps a link to the
company website. Avoid fancy formatting in a zillion-color scheme. If however,
your social media profile is essential to business networking, including a couple
of links to your profiles (say Twitter, LinkedIn) is fine.
Correct:
Explanation
It doesnt hurt to simply stick to basics when it comes to writing professional
emails.. Using too much punctuation to perk up the content wont accomplish
anything; the result can appear too emotional or immature. According to experts,
if you choose to use an exclamation point to convey excitement, use only one.
Installing the _______ feature on Gmail will help retract the email that has been sent, within
a couple of seconds.
(B) Disavow
(C) Undo
(D) Revoke
Correct:
Explanation
Installing the UNDO feature from Google Labs is nothing short of a gift to
professional emailing. More often than not, we hit the send button and
immediately feel unsure of the sent email. Sometimes we accidently press the
send button. This is where the UNDO tool comes handy. It will virtually bring your
email back from the receivers inbox within 10 seconds of sending. Make as
many corrections as you want!
Modern day emailing is just like texting. Using acronyms, omitting punctuation, and relaxing
grammar rules are increasingly acceptable ways to save time and keep it concise.
(C) False
Correct:
Explanation
Many people forget that SMS/texting once had limited characters, making cuts in
phrases and punctuation along with grammar completely reasonable. But emails
face no such predicament. While a simple, professionally-acceptable FYI or
PFA doesnt hurt anyone, more casual acronyms in email like BTW, NSFW,
ROFL, LOL only depict a casual and insincere attitude towards work. Whats
more, abbreviating in emails to the point of looking lazy and unintelligent just
risks your professional image.