POFT 2312 CH 8 Quiz| Questions and Answers Latest Updated (Graded A+)-
DCCC
Q U EST IO N 1
What should you do in the body of a direct claim letter?
a
Mention that you have enclosed copies of all pertinent documents.
.
b Show that you are angry about the situation so that you will be
. taken seriously.
c
Mention the name of the person who is to blame for the problem.
.
d All of these choices should be included in the body of a
. straightforward claim letter.
Q U EST IO N 2
Which of the following is the best opening for an adjustment message?
a We appreciate your message of November 17 wherein you let us know what happened while
. dining with us last month.
b
We are so sorry that you had a bad experience while dining with us last month.
.
c
Although we generally don't offer refunds, we're willing to make an exception in this case.
.
d
We have credited your account for $36 to refund your dining bill.
.
Q U EST IO N 3
What is the most accurate statement about goodwill messages?
a
Goodwill messages are obsolete in today's fast-paced society.
.
b Most communicators find it easier to write goodwill messages than other types of
. business documents.
c Written goodwill messages give more importance to our well-wishing and provide a
. record that can be reread, savored, and treasured.
d You'll make a better impression by giving a ready-made card or calling the person than
. by writing your own message.
Q U EST IO N 4
Which of the following statements about direct claims is most accurate?
a
Straightforward claims use the indirect approach.
.
b When you have a straightforward claim, your first step should always be to write a
. claim letter.
c Companies of all sizes today employ social media specialists who monitor and respond
. to online comments and complaints.
d
Written claims are taken more seriously than claims made by phone or e-mail.
.
Question 5
A phone call or face-to-face visit is a better channel choice than e-mail when you need to
a convey enthusiasm, warmth, or
.
DCCC
Q U EST IO N 1
What should you do in the body of a direct claim letter?
a
Mention that you have enclosed copies of all pertinent documents.
.
b Show that you are angry about the situation so that you will be
. taken seriously.
c
Mention the name of the person who is to blame for the problem.
.
d All of these choices should be included in the body of a
. straightforward claim letter.
Q U EST IO N 2
Which of the following is the best opening for an adjustment message?
a We appreciate your message of November 17 wherein you let us know what happened while
. dining with us last month.
b
We are so sorry that you had a bad experience while dining with us last month.
.
c
Although we generally don't offer refunds, we're willing to make an exception in this case.
.
d
We have credited your account for $36 to refund your dining bill.
.
Q U EST IO N 3
What is the most accurate statement about goodwill messages?
a
Goodwill messages are obsolete in today's fast-paced society.
.
b Most communicators find it easier to write goodwill messages than other types of
. business documents.
c Written goodwill messages give more importance to our well-wishing and provide a
. record that can be reread, savored, and treasured.
d You'll make a better impression by giving a ready-made card or calling the person than
. by writing your own message.
Q U EST IO N 4
Which of the following statements about direct claims is most accurate?
a
Straightforward claims use the indirect approach.
.
b When you have a straightforward claim, your first step should always be to write a
. claim letter.
c Companies of all sizes today employ social media specialists who monitor and respond
. to online comments and complaints.
d
Written claims are taken more seriously than claims made by phone or e-mail.
.
Question 5
A phone call or face-to-face visit is a better channel choice than e-mail when you need to
a convey enthusiasm, warmth, or
.
