In letter refusing adjustment, the point of view of the reader should be-------------.

• A) opposed
• B) supported
• C) refused
• D) ignored

Every credit-refusal letter has ------------ objectives.

• A) Five
• B) Two
• C) Three
• D) Four

Write a claim letter as soon as possible after the problem has been ---------------------.

• A) Written
• B) Identified
• C) Explained
• D) Told

Choose the best option.
To say no tactfully is one ____________ of credit-refusal letter.

• A) type
• B) group
• C) goodwill
• D) objective

Mark the following as True or False.
One of the various reasons for refusing credit is lack of established credit.

• A) False
• B) True
• C)
• D)

The collection message which stresses future sales is _______________ .

• A) second collection message
• B) fourth collection message
• C) first collection message
• D) third collection message

In a business message more abstract a word, the more it is removed from the tangible, objective world of things that can be perceived with the senses.

• A) True
• B) False
• C)
• D)

Information overload is not a barrier to effective communication.

• A) True
• B) False
• C)
• D)

Which statement is TRUE?
Placing orders mean

• A) Law & order situation
• B) Orders for delivery
• C) Orders given by an authority
• D) A contract of selling or purchasing

Choose the correct option in the following.
Material kind given in exchange or a promise of future payment in lieu of goods/services is called_________.

• A) none of the above
• B) no profit no loss deal
• C) credit
• D) debt

The desperate attitude assumes that most people will be reluctant to pay.

• A) True
• B) False
• C)
• D)

Fill in the following blank after choosing the best answer.
Every credit-refusal letter aims at saying no _________.

• A) tactfully
• B) rudely
• C)
• D)

The second collection message stresses on ______________.

• A) Demanding the payment
• B) Threat of legal action
• C) Future sales
• D) Credit reputation of the customer

Which statement is TRUE?
A claim letter always asks for compensation

• A) Of the lost goods
• B) In monitorial terms
• C) On behalf of the customer
• D) On behalf of the company

The final letter in collection series, when all efforts have failed, threatens to turn the matter over to a …………………

• A) Foreign agency
• B) Investigation agency
• C) Security agency
• D) Collection agency

A gracious refusal is much like a _____________ i.e. you are asking your reader to accept your decision as the only fair answer under the circumstances.

• A) persuasive request
• B) none of above
• C) direct request
• D) claim request

There are __________ purposes of collection letters.

• A) 4
• B) 3
• C) 2
• D) 5

Firm and courteous tone is an important part of ____________ .

• A) collection letters
• B) complaint letters
• C) cover letters
• D) inquiry letters

Choose the correct option:
While writing 'claim letters', it is important to __________a hostile or demanding tone.

• A) adopt
• B) exercise
• C) practice
• D) avoid

Content words (nouns, verbs, adjectives, adverbs) have both a denotative (explicit, specific) meaning and a connotative (implicit, associative) meaning.

• A) False
• B) True
• C)
• D)