If you're responding to a claim and your company is at fault, it is best to
A) avoid sympathizing with the customer, since it can lead to lawsuits.
B) do all you can to discourage further correspondence.
C) take (or assign) personal responsibility for setting matters straight.
D) be vague about when the claim may be resolved.
E) wait at least two weeks before you respond.
Ques. 2When answering requests and a potential sale is involved, one important goal is to
A) leave your audience with a good impression of you and your firm.
B) provide negative information about any possible competitors.
C) use hard sell techniques to pressure the reader into making the purchase.
D) answer only those questions that present your product or firm in a positive light.
E) encourage an immediate sale by offering an incentive for an immediate purchase.
Ques. 3When responding to a customer's request for an adjustment, it is usually sensible to assume that
A) if you handle the situation well, the customer will be even more loyal than before.
B) the customer's account of the situation is exaggerated.
C) the customer is hostile.
D) the customer is trying to pull a fast one.
E) the customer will no longer do business with you, even if you grant the request.
Ques. 4In most companies, news releases are
A) written by interns or marketing trainees.
B) tools for communicating directly with consumers.
C) considered social media releases that can be shared on microblogs.
D) prepared or supervised by specially trained writers in the public relations department.
E) written differently than a social media release.
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