The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?
A) Specific
B) Savvy
C) Spontaneous
D) Short
Ques. 2What is the most accurate statement about goodwill messages?
A) Since people communicate so frequently today, goodwill messages are not as important as they once were.
B) You'll make a better impression by giving a ready-made card or calling the person than by writing your own message.
C) Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured.
D) Most communicators find it easier to write goodwill messages than other types of business documents.
Ques. 3Which of the following is the best closing for an adjustment message?
A) We apologize for any inconvenience this has caused.
B) We are deeply sorry for this unfortunate event.
C) We hope that this refund check proves our commitment to providing excellent customer service.
D) If you have any questions, please do not hesitate to call.
Ques. 4What is the most accurate statement about apologizing in an adjustment message?
A) If you apologize, use a standard phrase such as We apologize for any inconvenience we may have caused.
B) Apologies should be avoided because they are counterproductive.
C) People like to hear apologies. It raises their self-esteem, shows the humility of the writer, and acts as a form of psychological compensation.
D) Never apologize in an adjustment message because doing so will set you up for a lawsuit.
Ques. 5What should you do in the body of an adjustment letter?
A) Explain who specifically is to blame for the problem.
B) Explain how you are complying with the claim.
C) Promise the customer that the problem will never happen again.
D) Apologize profusely.
Quick Reply
