In circular letters personal interest is created by using the word -----------------.

• A) our customers
• B) every body
• C) you
• D) dear customers

A Promise of future payment in cash or kind given in exchange for goods or service is called …………..

• A) Credit
• B) Cash
• C) Dividend
• D) Debit

Which of the following is not a purpose of collection letter?

• A) To get the money
• B) Harassing the debtor
• C) To build goodwill
• D) To keep the customer and future business

Identify the following statement as True or False.
An adjustment letter should begin with the facts, first explaining the problem such as the condition of the merchandise or the specifications of the error made.

• A) True
• B) False
• C)
• D)

Fill in the following blank with the most suitable option:
A collection letter should be written with the assumption that most of the people will ________.

• A) not pay
• B) pay
• C) ignore
• D) delay

Letters responding to requests may open with a _________ to identify the topic immediately.

• A) subject line
• B) problem
• C) salutation
• D) purpose statement

Which statement is TRUE?
A claim letter should start with the facts and then

• A) Detail of the matter
• B) Statement of the problem
• C) None of the above
• D) Surface overview

Misrepresenting of a message as a …………………is a sensitive issue in collection process.

• A) court document
• B) rough document
• C) registration document
• D) private document

Identify the following statement as True or False.
For successful collection, the right attitude is to assume that most people will be reluctant to pay.

• A) True
• B) False
• C)
• D)

Collection letters should be ________ .

• A) simple
• B) persuasive
• C) demanding
• D) detailed

Mark the following as True or False.
Collection letters should be persuasive rather than forceful.

• A) False
• B) True
• C)
• D)

When a company responds favourably to a customer’s claim, the response is called an/a _____.

• A) regulation
• B) adjustment
• C) variation
• D) purpose statement

A request for restitution under an insurance policy is a specialized type of __________ .

• A) adjustment
• B) action
• C) claim
• D) organizational plan

In claim letter the initial statement should contain:

• A) Bad news
• B) Ambiguous
• C) Good news
• D) Mixed news

If we answer sarcastically to the reader in an adjustment letter; we may lose our …………… and customer.

• A) Self -esteem
• B) Self –growth
• C) Self-respect
• D) Self-assessment

An adjustment letter is written ____.

• A) in response to a claim letter
• B) only when the response is positive
• C) only when the response is negative
• D) to request an appointment

Delivery of incorrect merchandise is the most common cause of _____________ .

• A) set
• B) inquiry
• C) adjustment
• D) claim

Adjustment letters helps in regaining customer confidence and promotes further business.

• A) True
• B) False
• C)
• D)

Complaint letter should be called----------------.

• A) Sales letters
• B) Claim letter
• C) Persuasive letters
• D) Inquiry letters

There can be _______ types of adjustment letters.

• A) seven
• B) five
• C) three
• D) four