Complete the following by indicating which part of the letter the following information belongs in: Body/ Introductory paragraph/Closing paragraph/ Subject line/Letterhead/Closing NB: Type only the answer, for example: Closing paragraph • The 1)_____ promotes goodwill by assuring the customer that a similar mistake will not happen again. • Acknowledge receipt of the letter and thank the customer for bringing the problem to your attention in the 2)_____. • The 3)_____ contains the following: Logo, slogan, contact details • Explain the cause of the problem or mistake in the 4)_____. Apologise for any inconvenience it might have caused and explain how you intend to solve the problem. For a bad news reply, explain the situation and indicate why you cannot grant the full request. • In the 5)______ you refer to the letter of complaint Question 23 options:

Complete the following by indicating which part of the letter the following information belongs in: Body/ Introductory paragraph/Closing paragraph/ Subject line/Letterhead/Closing NB: Write only the answer, for example: Closing paragraph • The 1) _____ starts the letter on a positive note to create goodwill. • The 2)_____ promotes goodwill by expressing your appreciation for the company’s co-operation and willingness to help. • In the 3)_____, you should explain the problem, providing all the relevant information. Describe the inconvenience or loss suffered. Suggest a solution to the problem or explain what you expect the other party to do. • The 4) _____: Yours sincerely / faithfully • You state the problem briefly in the 5)_____. Question 22 options:

Match each concept to the correct description. Question 21 options: This follows the salutation and states the theme of the letter (leave a line open) This is written out After this, you add your print name and designation This is usually 'Yours faithfully' (only use 'Yours sincerely' if you know the reader well) For this, use the name of recipient if known; otherwise write "Dear Sir/Madam/Client/Customer" On the same line as date Leave a line after the postal code This is in the letterhead This follows the reference Leave a line open after each paragraph 1. Name of the company 2. Reference 3. Date 4. For attention 5. Recipient's name and address. 6. Salutation 7. Subject line/heading 8. Paragraphs 9. Complimentary close 10. Sender's signature

Fill in the blanks:1) _ identifies the recipient of the letter.2) _______is used to communicate an afterthought or to emphasize sales.3) ___ _ is a contemporary style of punctuation4) Adjustment letter is a test of one’s _____ & _______.5) A good Sales Letter must be structured to follow _______ principles.6) In complete block layout, paragraphs are ____ _____.

What paragraph is the attention-getter in your cover letter?Group of answer choicesthe opening paragraphthe second paragraphthe contact detailsthe closing paragraph

What is the most important part of your cover letter?Group of answer choicesThe headerThe bodyThe greetingThe conclusion