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21st- Century Skills: Business Letter Quiz

The subject heading of a letter or complaint refers to __________.
d. the topic of the letter
What advantage does a business letter have over an e-mail?
a. Because it takes longer to write and send, it allows “cool down” time.
Evaluate the clarity and effectiveness of the excerpt from a letter of complaint above. What, if anything, should be added to this excerpt to help the reader address the concern?

I purchased a Kool Action game system from BullsEye on October 27, 2010, for $109.99. It seemed like a great price until I got it home and began trying to put the thing together. Several parts are missing, and the store refuses to exchange the unit because it was on sale. It was not marked “As is,” so I expected a complete and functioning unit.

d. The model and serial numbers should be added.
What is the main advantage of using e-mail to complain about a service or product?
c. An e-mail must be addressed to a specific person or department.
Analyze the structure and format of this letter. Which statement is true?

Jane Doe
1000 West Pearl Avenue
Lacy, OH 43210
November 1, 2010

Manager, Kool Games Inc.
3101 East Swan Blvd.
Palmdale, CA 93518

Faulty Game System

To whom it may concern:

I purchased a Kool Action game system from BullsEye on October 27, 2010, for $109.99. It seemed like a great price until I got it home and began trying to assemble it. Several parts are missing, and the store refuses to exchange the unit because it was on sale. It was not marked “As is,” so I expected a complete and functioning unit.

c. The sender’s name should not appear except at the end.
If you do use e-mail to send a complaint, it’s a good idea to __________.
d. CC the owner of the company you are contacting so he or she is aware of the problem
Why is it important to address your letter to a specific person?
b. It is more likely to be read and responded to by the right person.
Which statement is true?
a. It’s important to be clear and specific about the product or service and what went wrong.
What should be included in the closing portion of your letter or e-mail?
c. your contact information
What should the writer of this letter do before sending her letter?

Jane Doe
1000 West Pearl Avenue
Lacy, OH 43210

November 1, 2010

Manager, Kool Games Inc.
3101 East Swan Blvd.
Palmdale, CA 93518

To whom it may concern:

I purchased a Kool Action game system from BullsEye on October 27, 2010, for $109.99. It seemed like a great price until I got it home and began trying to assemble it. Several parts are missing, and the store refuses to exchange the unit because it was on sale. It was not marked “As is,” so I expected a complete and functioning unit.

b. find a specific person to address in the letter

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