Resale in a claim refusal may be appropriate in which of the following situations?

Resale in a claim refusal may be appropriate in which of the following situations?

a. to restate some of the benefits that led the reader to purchase the product in the first place
b. if you want the reader to continue to be a customer
c. if the resale doesn't sound so strong it might annoy an already unhappy customer
d. to rebuild the customer's confidence in the product
e. all of these

Answer: E

In explaining the reasons for a claim refusal, the writer should

In explaining the reasons for a claim refusal, the writer should

a. lecture the reader as to what he or she did wrong.
b. use personal language, such as you and your.
c. demand respect from the reader.
d. not appear to accept responsibility for the problem.
e. avoid explaining why the claim is being denied.

Answer: D

If you want to offer a compromise rather than reject a customer's claim, you should

If you want to offer a compromise rather than reject a customer's claim, you should

a. place it before or make it a part of the closing.
b. position the counteroffer in the first paragraph.
c. buffer the compromise within the middle paragraph.
d. mention the compromise before giving the bad news.
e. use a complex or compound sentence.

Answer: A

One reason to avoid refusing a claim in the first paragraph is that you

One reason to avoid refusing a claim in the first paragraph is that you

a. lack the spirit of reciprocity.
b. may lose the reader's goodwill.
c. leave a strong buffer to justify your decision
d. should use the direct organizational plan.
e. want to clarify your rationale immediately.

Answer: B