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