An adjustment letter should not end with

An adjustment letter should not end with

a. subtle resale language.
b. appreciation for the reader's interest in your company or product.
c. a statement about how the customer will be satisfied with your improved service.
d. a statement about looking forward to future business with customer.
e. an apology for the problem that prompted the claim letter.

Answer: E

Which of the following would be the least appropriate closing for an adjustment letter?

Which of the following would be the least appropriate closing for an adjustment letter?

a. Take advantage of our winter sale and save up to 20 percent on selected living room furniture.
b. Please stop by our showroom and let one of our professional designers help you choose a lamp to complement your sofa.
c. I am truly sorry for any inconvenience our product may have caused you.
d. You can be confident, Ms. Short, that your new recliner has a stronger, longer-lasting fabric than the original chair.
e. With the proper care, your recliner will provide you with many years of comfort.

Answer: C

If you include sales promotion in a routine reply, you should

If you include sales promotion in a routine reply, you should

a. provide a great deal of detail for persuasive purposes.
b. put it in the first paragraph.
c. make it brief as well as subtle.
d. put it at the end of the friendly closing.
e. persuade the reader of its benefits

Answer: C

The following are true about adjustment letters except

The following are true about adjustment letters except

a. adopt a gracious, confident tone.
b. grant the claim immediately after the explanation.
c. avoid using negative language.
d. respond promptly.
e. explain what went wrong.

Answer: B

Which of the following statements about resale in an adjustment letter is not true?

Which of the following statements about resale in an adjustment letter is not true?

a. Realize the reader's faith in your product has been shaken.
b. Resale is information that reestablishes the customer's confidence.
c. Resale should be subtle.
d. Promise the problem will never happen again.
e. none of these

Answer: D

A routine adjustment letter should be organized in this order:

A routine adjustment letter should be organized in this order:

a. (1) apology, (2) good news, (3) explanation, (4) courteous closing.
b. (1) explanation, (2) apology, if necessary, (3) good news, (4) courteous closing.
c. (1) explanation, (2) good news, (3) apology in the closing.
d. (1) good news, (2) apology, if necessary, (3) explanation, (4) courteous closing.
e. (1) good news, (2) apology, (3) explanation, (4) apology reiterated in the closing.

Answer: D

When writing an adjustment letter, what should you do to explain why a problem occurred?

When writing an adjustment letter, what should you do to explain why a problem occurred?

a. Point the blame at a particular individual in your company.
b. Reassure the reader that "mistakes will happen."
c. Minimize the amount of resale in your letter.
d. Use impersonal, tactful language if the reader caused the problem.
e. Promise that the problem will never happen again.

Answer: D

Apologizing in an adjustment letter is appropriate

Apologizing in an adjustment letter is appropriate

a. when the customer unintentionally misused the product.
b. when the customer has been severely inconvenienced.
c. only when the claim involves a small amount of money.
d. whenever the company falls short of the customer's expectations.
e. if you want to retain the customer's goodwill.

Answer: B

You should use a gracious, trusting tone in a routine adjustment letter

You should use a gracious, trusting tone in a routine adjustment letter

a. when writing to an internal reader rather than an external reader.
b. to balance the negative language used to describe the claim.
c. to avoid losing the customer's goodwill and confidence.
d. when you have decided not to grant the reader's request.
e. when you want to persuade the reader to do as you ask.

Answer: C

Which of the following is not true about adjustment letters?

Which of the following is not true about adjustment letters?

a. A customer is upset so the tone should be gracious.
b. A customer who is happy with an adjustment is unlikely to damage the company's reputation.
c. Showing a grudging tone lets the customer know he or she really didn't get away with anything.
d. An adjustment letter informs the reader of action being taken in response to the customer's claim.
e. The response should be as prompt as possible.

Answer: C

You can make your claim letter sound more reasonable by

You can make your claim letter sound more reasonable by

a. using sales promotion to retain the reader's goodwill.
b. pointing to appropriate reader benefits.
c. saying something positive about the company, if it is true.
d. setting a specific deadline for the company to respond.
e. using pathos and ethos rather than logos.

Answer: C

Which is not true about writing claim letters?

Which is not true about writing claim letters?

a. Assume a courteous tone.
b. Provide needed details.
c. Be emotional to inspire action.
d. Tell what type of adjustment you expect.
e. Mention something positive about the product.

Answer: C

Which of the following is not one of the three sections of a claim letter?

Which of the following is not one of the three sections of a claim letter?

a. an opening that states the problem
b. a specific, concrete explanation
c. a clear explanation of your frustrations
d. a statement indicating what type of adjustment is expected
e. none of these

Answer: C

You should provide all of the following background information for a claim letter except

You should provide all of the following background information for a claim letter except

a. the relevant dates.
b. the model numbers.
c. the prices or amounts.
d. photocopies of canceled checks or correspondence.
e. a friend's testimony verifying the problem.

Answer: E

What type of letter is written to inform a customer that the customer's request regarding a defective product has been approved?

What type of letter is written to inform a customer that the customer's request regarding a defective product has been approved?

a. adjustment
b. claim
c. complaint
d. routine request
e. goodwill

Answer: A

Which sentence is the most acceptable for a claim letter?

Which sentence is the most acceptable for a claim letter?

a. I am disgusted at the way your dry-cleaning service cheated me out of $5.35 yesterday.
b. I delivered my clothes to the Spiffy laundry by noon. Although your store charged me the extra $5.35 for the same-day pickup, you failed to have my clothes ready until the next evening.
c. The film I left at 9 a.m. on March 10 was not ready in one hour, as promised by Fast Film.
d. You should be ashamed of your deceptive advertising for computerized help programs.
e. What type of company is yours to charge an outrageous late fee for returning videos two hours after the deadline?

Answer: C

When writing a routine claim letter,

When writing a routine claim letter,

a. use emotional language to fully express yourself.
b. address the letter to the company president.
c. use sarcasm to show that you are angry with the company.
d. postpone writing the letter as long as possible.
e. be specific when describing the problem.

Answer: E

A customer who is dissatisfied with a product and wants a refund or replacement should write _____ letter.

A customer who is dissatisfied with a product and wants a refund or replacement should write _____ letter.

a. an adjustment
b. a complaint
c. a routine request
d. a claim
e. an emotionally charged

Answer: D

Sales promotion appeals should do all of the following except

Sales promotion appeals should do all of the following except

a. emphasize quality for the price.
b. take an appropriate amount of space.
c. avoid exaggeration.
d. be subtle.
e. refer to informational enclosures.

Answer: A

Which of the following would be the most appropriate closing statement in a routine reply?

Which of the following would be the most appropriate closing statement in a routine reply?

a. If you have any further questions, please do not hesitate to call.
b. To receive a complimentary copy of Software Magazine, call 555-2458.
c. Thank you for your interest in our products.
d. I hope this information is of use to you.
e. To have the merchandise available for the holiday season, please respond by November 15.

Answer: D