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Questions and Answers

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
.

The whole world. Why not? Everyone else does.


I should only forward e-mail when:
I feel it's important.
I know the other person should have the information.
The topic is commendable and important to all onliners.
I type a personal comment about why I am forwarding that specific e-mail to that
specific person.

This quiz will allow you to check your understanding of email.

Questions and Answers


1.
A.
B.
C.
D.

What does the 'e' in e-mail stand for


Egg
Express
Electronic
Elephant

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
.

What information should never be emailed?


Credit card numbers
Social security numbers
Phone numbers
Anything you wouldn't want shared with unknown parties, like social security
numbers, credit card numbers, addresses, personal information

6. What information should be included in any e-mail you send?


A.
Your reason for sending the e-mail
B.
Your phone number
C.
Your date of birth
7. If you don't want to type your name at the end of every email you send, what can you do
instead?

A.
B.
C.
8.

Don't sign it at all as people know who the email is from


Only sign emails being sent to people outside of your organisation
Create a signature that will attach to every email you send

When is it appropriate to use the 'Reply to All' button when replying to an e-mail message?

A.
B.
C.
D.

Any time the original e-mail is sent to multiple people


When everyone who received the original message needs to know your reply
So that everyone who receives the message knows that you sent a reply
It is never appropriate to use the Reply to All button

9.
A.
B.
C.
D.

What is an 'emoticon' used for?


A signature added to the end of each email sent
To express emotion in email
A cartoon smiley-face inserted in emails
Keyboard figures made to express smiles, frowns, etc

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.

To attach a file what do you click on?


Paper clip
Insert
New
Format

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.

When writing an email, your paragraphs should be Short


Long
In big fonts making them easier to read

Questions and Answers


1. In an email message, the subject is where you type the email address of the recipient.
A.
True
B.
False
2.
A.
B.
C.

An Inbox is where you can find


Sent email
New email
Deleted email

3. What is used to separate the two parts of an email address?


A.
Number Sign (#)
B.
An at symbol (@)
C.
An asterisk (*)
4.
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.

Which could be a valid E-mail address?


Http://www.whitehouse.gov
President://whitehouse.com
President@whitehouse.gov
What does E-Mail stand for?
Everywhere mail
Electronic mail
Electric mail

8. Gmail is the only email service provided on the internet.


A.
True
B.
False
9.
A.
B.
C.

What is a .com in a web address mean?


Commercial
Communication
Command

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.

You can send an E-Mail to anywhere in the world.

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.

You can send an attachment with an e-mail.


True
False

15.
A.
B.

An E-Mail address can have empty spaces in it.


True
False

Questions and Answers


1. What do you do when you receive an email that contains a link?
A.
Always click on it to see where it goes
B.
Always delete it
C.
Click on it only if you know the sender and if its not suspicious-looking content
2. If you receive an email from an Associate with inappropriate language or content, what are
you required to do?
A.
Delete it
B.
Contact my supervisor or a Human Resources representative
C.
Reply to the sender and/or forward it to other people
D.
None of the above
3. You need to obtain or relay information which includes account numbers and/or social
security numbers. How do you do it?
A.
Send it through email, including the full account number/social security number
B.
Send it through email with all, but only with the last 4 digits of the number showing
C.
Dont use email. Instead, call the person that has or needs the information
D.
Either B or C
4.
A.
B
.
C.

When should confidential or proprietary information be sent via email?

Never
Only with your supervisors approval and with support from IT if its personal
information that needs to be encrypted
Anytime

5. Which of the following is Personal Information?


A.
Social Security Number (appearing alone or in combination with name)
B.
Drivers License Number or ID Card Number

C.
D.
E.

Financial Account number or credit or debit card number


Medical/Health information, date of birth, or mothers maiden name
All of the Above

6. Which of the following is Confidential Business Information?


A.
Trade Secrets
B.
Financial Assessments
C.
Strategic Plans
D.
Store Opening/Closure Plans
E.
All of the Above
7. Email received from unknown senders or email domains should be:
A.
Opened immediately
B.
Deleted without opening
C.
Forwarded to everyone that seems appropriate
8. When should you use the reply to all function?
A.
Always
B.
Only on jokes or chain mail
C.
Only when all recipients need to receive the reply
9. SenderWhat type of information is appropriate to send through email?
A.
Jokes and funny stories
B.
Rants about other associates
C
Business oriented notes that are worded professionally, as you would if you were
.
talking to the person

Questions and Answers


1. If your email explains everything, spelling and grammar is not taken into consideration by
the reader.
A.
True
B.
False
2. Just like communicating over the phone, email also reflects our personality to the reader.
A.
True
B.
False
3. Fill in the blank using the appropriate word: So many of these animals have been killed
over the years that they are now classed as _________ species.
A.
Dangerous
B.
Unwanted
C.
Endangered
D.
Limited
4. Selection of precise words in emails helps the reader to quickly read through and
understand the mail
A.
True

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.

We should use words in 'color' in our business emails.


True
False

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

The most important part of an email is

Sender

Recipient

Body

Signature

Subject line

Carbon copy others who are

Directly involved with the content

Aware of the content

Are not aware of the content

Have little involvement with the content

I should proofread my email before I hit 'send.'

True

False

Why would I do that?

The most important information in an email should be

At the end

In the beginning

Dispersed throughout

The most appropriate email opener is

Good morning.

Hiya!

What's up?

Dude, guess what I did this weekend?!

Writing in all capital letters implies

Sorrow

Listening

Yelling

Ask questions

An appropriate amount of time to wait for a reply is

30 seconds-5 minutes

7 days

24-48 hours

2-3 hours

Within 24 hours

Very important emails should be marked as high priority when

The information is high priority for the recipient

You feel it is high priority

It is urgent

It seems like it could be high priority

Complicated or detailed email messages should be followed up with

Email

High five

Instant message

Pizza

Phone call

Emails are

Secret

Between me and the recipient(s)

Top secret

Public

Capitalization is not at all necessary when writing email.

True

False

I don't know what capitalization is

When writing a complicated or detailed email, information should be

In one long paragraph

Separated into multiple long paragraphs

Separated into multiple short paragraphs

Separated into multiple emails

13

In general, when replying to an email it is best to

Reply to all

Reply to sender

Reply to some

Add more recipients

What is the ideal business email response time?

(A) Within the week

(B) Within 6 to 8 hours

(C) Within 24 hours

(D) When convenient

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.

Choose the correct answer


Font choice plays an important role in crafting a work email. Which one of the following is
an acceptable font for a work email?

(A) Comic Sans

(B) Tahoma

(C) Lucida Handwriting

(D) None of the above

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.

New Update is a perfectly fine example of a subject line.

(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.

Choose the correct answer


You just received a life-changing chain email titled 10 ways to transform your life. Of
course, you can forward it to everyone in office.

(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.

Choose the correct answer


Which one of the following pass for professional salutations in email?

(A) Hey guys, Hello whats up?

(B) Yo, Hi folks

(C) Dear, Hello, Hi

(D) All of the above

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.

Which sentence do you think is most appropriate in professional communication?

(A) Thank you so much.

(B) Thank you so much!!!

(C) Thanks much!

(D) Thank you sooooo much :)

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.

(A) Dont send

(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.

(A) Completely true

(B) Somewhat true

(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.