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Review questions

1: Select the actions you can take to build a rapport with callers.
  1. Use a caller’s name.

  2. Find common ground.

  3. Speak more slowly than a caller.

  4. Match a caller’s speaking rate.

2: List two guidelines you can follow to help create a courteous voice mail greeting.
3: A precise __________ immediately informs the reader of your expectations.
4: How should you organize your e-mail if your message extends beyond one page?
5: Use _________ when you know only the last name of the letter’s recipient or you want to direct a letter to a title or department.
6: Why is it important to avoid spelling and grammatical errors in your correspondence?
7: Select the business letter feature that should appear below the heading.
  1. Date

  2. Inside address

  3. Salutation

  4. Body




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