Henry wrote a letter to Warm and Soft Inc, informing them that the comforter he received was the incorrect size. The company replied, stating that it would replace the comforter with the right one in three days. In this scenario, the reply from Warm and Soft Inc is referred to as a(n):
A. collection letter.
B. sales letter.
C. adjustment letter.
D. claim letter.
Ques. 2If you receive a claim letter threatening legal action against the company you are working for, which of the following actions would be most appropriate for you to take?
A. Replying to the letter in a negative tone
B. Granting an adjustment irrespective of whether the claim is allowable or not
C. Notifying your supervisor and the company's legal department
D. Ignoring the letter and keeping the issue from the company's management
Ques. 3Derek placed an order for seven electronic circuits for his project, but only two were delivered on the specified date. A week later, the remaining five circuits had still not arrived, prompting Derek to write a claim letter to the seller. Which of the following should Derek avoid when writing the claim letter?
A. Providing all the details about the transaction in chronological order
B. Suggesting the kinds of solution that Derek would consider acceptable
C. Starting the letter with a threatening or insulting statement
D. Checking if it is the supplier's fault or the shipping company's fault
Ques. 4A company has not received its payment from a customer even after sending the customer multiple reminders. In the final letter of a five-letter follow-up series to be sent to the customer, the company should:
A. give the customer the benefit of the doubt.
B. state what legal action will be taken if the customer fails to pay.
C. insult and blame the customer.
D. demand that the customer make the payment immediately.
Ques. 5Collection letters are used to:
A. remind certain customers that they have not paid their bills.
B. respond to claim letters.
C. make requests when there are problems with products or services.
D. congratulate co-workers on their promotions.
Ques. 6Which of the following items included with a sales letter is NOT meant to provide customers with an opportunity to act on an urge to buy?
A. A collection letter
B. A sample product
C. An order form
D. A postage-paid reply card
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