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Test answers for Email Etiquette 2016

(59, CL) Last updated: January 23
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59 Answered Test Questions:

1. It is important to read your email before sending it.

Answers:

• False

• True

2. How often should exclamation points be used in a business email?

Answers:

• frequently

• sparingly

• never

3. When quoting a long email one is replying to, one should:

Answers:

• substitute each line with a letter to be concise

• summarize the quotation to be concise

• use the entire quote

• use "[...]" to be concise

4. True or false? A business email account falls under the same privacy laws as a personal account.

Answers:

• True

• False

5. It is necessary for a U.S. based help desk agent to send an email to its British client using the U.K. English spelling.

Answers:

• True

• False

6. What is the best alternative to sending an image as an attachment?

Answers:

• Use an online hosting service

• Fax the image to the recipient

• Tell them where to find a similar image online

• (all of these)

7. An email signature should be no longer than:

Answers:

• 7 lines

• 3 lines

• 1 line

• 5 lines

8. White space in the body of an email:

Answers:

• shows laziness

• is distracting

• makes it easier to read

• makes the message seem scattered

9. What does Deliverability mean?

Answers:

• The likelihood that an email gets beyond ISP's and spam filters

• The likelihood that an email is read in its entirety

• The accuracy of a recipient's understanding of a message

• The likelihood that a subject line is noticed by a recipient

10. When sending very long URLs in an email, which of these should you ideally do?

Answers:

• Wrap the URL in two parentheses ((URL))

• Just post the raw URL, it doesn't matter how long it is

• Insert the link into a word or phrase that will let the reader know where the link goes

• Send it in a separate email to ensure the link doesn't break

11. True or False? It is unnecessary to scan an attachment through anti-virus software when sending it via email.

Answers:

• True

• False

12. When forwarding a multi-recipient email, one should remove all of the following information EXCEPT

Answers:

• Sender

• cc

• To

13. Which of the following is NOT a safe way to punctuate after a URL?

Answers:

• https://http://smarterer.com/.

• <https://http://smarterer.com/>.

• (https://http://smarterer.com/).

• https://http://smarterer.com/ .

14. Which of these words or symbols have the possibility of triggering a spam flag?

Answers:

• Save

• Free

• Discount

• All can be flagged for spam

15. Which of the following is an email introduction best practice?

Answers:

• keep the introducer on all subsequent replies to the introduction

• follow up to close the loop

• refrain from asking both parties in advance of the introduction

16. What does NRN mean?

Answers:

• Need Response Now

• No Recipients Notified

• Not Really Necessary

• No Reply Needed

17. When you write an email in capitals what impression does this generally give to the reader?

Answers:

• You want to draw attention to the contents of the email.

• That you have left your "Caps Lock On".

• That you are angry over an issue.

• That's how you always send emails.

• You think it makes it easier to read.

18. "Bcc" differs from "Cc" in its:

Answers:

• priority in the email chain

• ability to respond the the message

• visibilty to other recipients

• ability to see other recipients' responses

19. True or false? The best mode of communication is always email.

Answers:

• False

• True

20. What is an email signature block?

Answers:

• Signature information that is appended at the bottom of an email.

• A virus that blocks and replaces your email signature.

• A program that blocks the recipient from seeing the sender.

• None of these

21. When addressing someone for the first time via email, it's important to refer to them by their:

Answers:

• Middle name

• Honorific and last name

• Nickname

• First name

22. When sending emails to numerous recipients, how should you send to keep everyone anonymous? a)  To b)  cc c)  bcc

Answers:

• a) & b)

• c) Blind Copy

23. When replying to a group email address i.e. team1@company.com, what is something you should pay attention to?

Answers:

• Assure you copy every person in the group even though they are in the group email address, just in case.

• Only respond to the original group email address, making sure no other individual names in the group are copied so duplicates are not received.

• Bolding your response

• Nothing, you know how to respond to a group email address, it is simple.

24. What is the recommended maximum amount of exclamation points in a row?

Answers:

• 1 (!)

• 3 (!!!)

• 4 (!!!!)

• 2 (!!)

25. What should you not include in email communications?

Answers:

• Your Name

• Links to websites

• Your Phone Number

• Sensitive Information

• Lengthy details

26. The purpose of using the CC field is to:

Answers:

• keep others informed

• create a call-to-action

• indicate those on the thread who need to take action

27. Your emails should be:

Answers:

• lengthy and thorough

• concise and conversational

• meandering and detailed

• < 3 sentences

28. If an email does not include a response deadline, it is polite to reply:

Answers:

• no later than 72 hours

• immediately or not at all

• within 24 to 48 hours

• no later than one week

29. If colleagues are CCing you on too many "FYI" emails, what is the recommended response?

Answers:

• Escalate the issue to your superiors

• Inform them that you only need to be updated a few times, or when a decision is made

• Simply stop reading emails from those individuals

• Add their messages to a spam folder so you can address the emails at your leisure

30. An email that contains content that is not true is known as a:

Answers:

• Trap

• Plum

• Pit

• Hoax

31. An <AR> in an email typically denotes what?

Answers:

• Anonymous Response

• Already Read

• Attentive Response

• Action Required

32. Which of these are not appropriate types of messages to send by email?

Answers:

• Confirmation of a document received by fax

• Emotional explanations of misunderstood actions

• Lists of what each employee will be bringing to the company potluck

• Revisions to a scheduled meeting time and date

33. If your boss wants something by COB, this means _________.

Answers:

• none of these

• Copy of book

• Close of business day

• Copy or back-link

34. True or False? Recipients who are cc'd are expected to reply.

Answers:

• False

• True

35. Joke and chain letter emails are:

Answers:

• A main reason for email server overload

• A recommended way to increase workplace morale

• Typically unproductive and not recommended

• A relaxing and recommended start to the workday

36. Use the "Reply to All" feature when the information is important to _____________.

Answers:

• the majority of the group

• everyone

• half of the group

• the original sender

37. How often should you use an auto-reponse message?

Answers:

• sparingly

• frequently

• never

38. True or false? You are expected to respond to every email you are Bcc'd on.

Answers:

• False

• TRUE

39. True or false? You should always respond when your address is in the "Cc:" line.

Answers:

• False

• True

40. When sending emails what is one feature you should ALWAYS use?

Answers:

• Spell Check

• Return Receipt

• BCC Line

• CC Line

• Delayed Delivery

41. To symbolize aggressive shouting through text, one should:

Answers:

• add spaces between letters

• use italics

• use all capital letters

• use many exclamation points

42. True or false? It is inappropriate to use a company email list for personal use.

Answers:

• True

• FALSE

43. True or False? It is generally best to include as many acronyms as possible in an email to save time.

Answers:

• True

• False

44. True or False: It is always appropriate to introduce two people over email without checking with each first.

Answers:

• True

• False

45. Your subject line should:

Answers:

• always include the name of the person to whom you are sending your message

• always be more interesting than your email

• always be consistent with the body of your email

• use all uppercase letters

46. A good email 'Subject' line should:

Answers:

• not correspond to the body copy

• be straight to the point

• contain a greeting

• be very general

47. True or False: Emoticons and shortcuts for real words are appropriate in business emails.

Answers:

• False

• TRUE

48. When adding a signature to a letter or e-mail, the order (top to bottom) should be ______.

Answers:

• Position; Address; Name; Company

• Company; Position; Name; Address

• Name; Position; Company; Address

• Company; Address; Name; Position

49. When unsure of how to end an email, use:

Answers:

• Love

• Thanks or Thank You

• Until next time

• Goodbye

50. True or False? Punctuation is not important when composing email messages.

Answers:

• True

• False

51. You should click on "Reply all" if you disagree with someone on the address list. True or False?

Answers:

• False

• True

52. How often should you mark an email as high priority?

Answers:

• sparingly

• frequently

• never

53. True or False? It's important for a Subject line to indicate content and purpose.

Answers:

• False

• True

54. <AR> means:

Answers:

• Action Required

• Already Read

• After Receiving

• Anonymous Response

55. True or False? An email signifying your involvement with an illegal act can be used against you in a court of law.

Answers:

• False

• True

56. Which folder will an incomplete email reside in?

Answers:

• Inbox

• Contacts

• Draft

• Sent

57. When choosing a font, you should look for something:

Answers:

• simple and clean

• bold and unique

• fancy and colorful

58. When should you use "reply all" for sending an email response?

Answers:

• Never

• Rarely. It should be used only if the reply email applies to all recipients.

• When you want to show your boss how smart you are.

• Always

59. What does "NNTR" stand for?

Answers:

• No need to respond

• No need to ring

• None of these

• Not needed Thursday