Basics
How many requests do we make in 1 email?
1-2 requests
Name at least 3 DON'TS in Email Etiquette
Don't type in all caps; Don't email when angry; Don't use exclamation points; Don't overcrowd your customer with follow-up emails; Don't use an unprofessional email address; Don't forget to proofread your emails
Name at least 3 appropriate closings for a formal email
Sincerely,
Best regards,
Kind regards,
Regards,
Name at least 3 appropriate opening remarks for an asking for advice type of email.
I am writing to ask if you could help me with…(formal)
I would appreciate it if you could give me some advice about … (formal)
I wonder if you could help me with a (problem)... (formal)
I was wondering whether you could give me a piece of advice about… (formal)
Name 3 qualities of a Subject Line
Brief, succinct, straight to the point
Name at least 5 DO's of Email Etiquette
DO have a professional-looking email address
DO make the subject line brief and succinct, descriptive.
Keep it short and simple (“KISS”)
Use professional-sounding greetings (no “Hey,” “Yo,” or no greeting at all)
Always proofread your emails
Things to be careful with:
The fonts and colors used in the email.
Reply and Reply All buttons.
Forward button.
Humor in emails.
Use the auto-responder sparingly
Use CC and BCC with caution
Follow-up on your emails but don’t overcrowd
Name at least 3 appropriate opening sentences for a formal email
"I'm writing regarding..."
"This is in response to..."
"Thank you for your email."
"To follow up on..."
"This is in regard to..."
"Just a quick note to let you know..."
Name at least 4 appropriate closing remarks for request emails.
I would appreciate your assistance with this issue.
Thank you in advance for your answer/ consideration.
Looking forward to your reply.
Thank you in advance.
What is a signature block?
A block of information put at the bottom of an email after the closing remark. Usually contains the person's name, surname, occupation/ position in the company, contact details, addresses, etc., along with the company's logo.
What is the difference between formal and informal emails?
A formal email is used when conducting business with a new associate or executive, sending a professional inquiry, or corresponding about a job. Best practices include using a formal greeting like, "Dear [Name]," closing with, "Sincerely," and keeping the subject line short and descriptive.
An informal email is written to any relatives, family, or friends. There are no particular rules for informal email writing. A person can use any language of his or her choice.
What are low and high-context communications?
Low-context communication is explicit, with little left to inference. The addressee is likely to understand all of the information even if they are unfamiliar with the cultural context. In high-context communication, on the other hand, a great deal of information is implied rather than explicit.
Name at least 3 closing remarks for apology emails
F.e.
"Please let me know if there's anything else I can do to help."
"Thank you for your patience."
"Feel free to get in touch if you have any further questions."
"If there's anything else we can do for you- please don't hesitate to write us back."
What type of name do we use in the Greeting?
First name without Mr., Mrs., etc.
What is the difference between CC and BCC?
CC (Carbon copy)
BCC (Blind Carbon Copy)
The difference between the two is that, while you can see a list of recipients when CC is used, that's not the case with BCC.
What's a typical email layout? (Don't confuse with structure)
- Opening remark (Giving the reason for writing)
- Description of the situation
[- Additional description of the situation (giving details and providing some form of restitution)]
- Closing remark [Call for action]
- Signature block/ Closing
1. Apologize and take full responsibility
2. Provide some sort of restitution
3. Thank them and show willingness to do whatever it takes for this situation not to happen again
What is a typical email structure
[SUBJECT LINE]
GREETING,
[WHITE SPACE]
EMAIL TEXT/ EMAIL BODY
[WHITE SPACE]
CLOSING REMARK
CLOSING/ A SIGNATURE BLOCK
How do we greet the customer whose name we DON'T know in the email? Name at least 3 options.
Dear Sir/ Madam;
To Whom it May Concern;
Dear Safety Department
Name at least 4 cases in which the COMMA is put in a sentence.
Separate phrases, words, or clauses in lists;
Before and, or, but, etc.;
Enclosing Details;
Tag questions;
Dependant clause;
Use commas to introduce or interrupt direct quotations.
What does an email FRAMEWORK look like? Where do we start and which steps do we take
Interpret- Determine Response Action- Open- Affirm/ Empathize- Respond- Invite Interraction- Conclude- Check Content, Grammar, and Spelling- Send Email