Which of the following represents the most appropriate apology in an adjustment message?
A) We understand your reliance on a high-performance router and apologize for the incomplete installation of your DataServe router.
B) We are sorry for any inconvenience this may have caused.
C) We regret the error that caused the system failure you claim on your DataServe router.
D) It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur again.
Ques. 2Which of the following is the most appropriate opening for an adjustment message granting a claim?
A) We are very sorry to hear that your meal with us did not meet your expectations.
B) Thank you for your letter of November 16 describing your bad dining experience with us last weekend.
C) Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only.
D) The enclosed check for 78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.
Ques. 3Which of the following is not a goal when writing adjustment messages?
A) To gain the confidence of the customer
B) To verify the honesty of the customer's claim
C) To rectify the wrong
D) To promote future business and goodwill
Ques. 4When granting a customer's claim, a business communicator should include an opening in an adjustment message that
A) summarizes the reader's claim and request.
B) presents the good news immediately.
C) explains and clarifies the company's position.
D) builds goodwill.
Ques. 5Most companies receiving a claim message tend to
A) ignore the first phone call, e-mail, or letter.
B) respond only to letters containing complaints that could result in lawsuits or financial harm.
C) respond promptly because they want to maintain customer goodwill and loyalty.
D) wait two to six weeks to establish a cooling-off period prior to responding.
Ques. 6Which of the following statements about online complaints or reviews is most accurate?
A) Individuals should give companies an opportunity to resolve the issue before writing an online complaint.
B) Businesses and professionals cannot sue individuals for negative online comments.
C) Consumers who are offered payment to change an opinion or account should willingly accept a company's generous monetary gift.
D) Anonymous complaints or reviews cannot be traced.
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