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

Mark the following as True or False.
Adjustment letters can be written when the third party is at fault.

• A) True
• B) False
• C)
• D)

Identify the following statement as True or False.
Character, capacity and capital are the three Cs of credit which form the basis for extending credit privileges

• A) False
• B) True
• C)
• D)

The purpose of a claim letter is NOT to ___________, but to get results.

• A) maintain good will
• B) destroy business relations
• C) create ill will
• D) express anger

Which one of the following options allows several people to use software at the same time to create documents, keep track of projects, route messages, and manage deadlines?

• A) Email
• B) All of above
• C) Groupware
• D) Faxes

The monthly statement ___________ the customer of outstanding bills.

• A) appeals
• B) ignores
• C) reminds
• D) confusses

Which of the following should you avoid when writing a letter?

• A) Preaching and bragging
• B) All of the above
• C) Intimacy
• D) Pompous language

Choose the correct option:
Collection letters should be __________ rather than forceful.

• A) persuasive
• B) strict
• C) harsh
• D) none of the above

Identify the following statement as True or False.
Even when the buyer is at fault, the buffer paragraph should support the reader’s point of view.

• A) True
• B) False
• C)
• D)

A letter compromising of an adjustment should start with ____.

• A) a negative statement
• B) a buffer
• C) compromise and guilt conscious statement
• D) None of the above

__________ letter must be courteous, tactful and dignified.

• A) Informal
• B) Model
• C) Formal
• D) Credit

Mark the following as True or False.

Adjustment letters can be written when the seller is at fault.

• A) True
• B) False
• C)
• D)

Which of the following formatting elements should be avoided in e-mail messages?

• A) Punctuation marks
• B) All capital letters
• C) None of the above
• D) Grammar

A claim is written to -------- the company of the problem and ----------- a fair compensation.

• A) announce, request
• B) hide, wish
• C) inform, suggest
• D) declare, demand