When preparing a claim message for which the answer is in question, you should
a. use a deductive sequence.
b. use the first-person pronoun throughout.
c. always provide a comfortable way for the receiver to say no.
d. suggest benefits the receiver will derive from complying.
Ques. 2Which of the following is the BEST beginning to an email request for completion of an online survey about a recently purchased product?
a. Please complete the attached survey about your recent purchase at our store and click Submit when done.
b. We are conducting a market survey on our products and customer service satisfaction.
c. Online surveys are a fast, convenient way for us to hear back from our customers.
d. Your complete satisfaction is our utmost goal.
Ques. 3Kendra is the program chair for an organization and would like to request permission to use a country club free of charge to host a fund-raising dinner. Which of the following sentences would be the most successful beginning sentence?
a. We would like to use your country club to host our annual fund-raising dinner.
b. We have heard that your country club is available for outside functions.
c. Thanks to the thousands of dollars contributed at our annual fund-raising dinner, people in our community can get the help they need to pay medical bills.
d. Your country club is one of the most exclusive clubs in our community.
Ques. 4Which of the following is FALSE concerning a persuasive claim message?
a. It should use a deductive sequence.
b. It should ask for the adjustment late in the message.
c. It should stress an appeal throughout the message.
d. It should remind the receiver of a benefit that occurs from doing as asked.
Ques. 5Which of the following statements is FALSE concerning claim messages?
a. Most claims are from people who believe they have a legitimate complaint.
b. The way an adjuster handles the complaint determines to a large extent the goodwill of the company.
c. Complainers are less likely to continue to do business with a company than those who do not complain.
d. Businesses that resolve claims effectively will retain most of the complainers as repeat customers.
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