1. How should you organize a letter?
Select one:
a. Put all your supporting materials in the last paragraph.
b. Put the most significant point of each paragraph last, so that your reader will remember it.
c. In your last paragraph, tell your reader the purpose of the letter.
d. Tell the readers what you want them to do or what you will do for them in the first paragraph.
e. None of the above.
2. Which of the following phrases/sentences should be used in adjustment letters?
Select one:
a. "We appreciate your continued patronage."
b. "We apologize for the unsatisfactory condition of..."
c. "Quality is of paramount importance to us at..."
d. "We have notified our quality assurance staff of the problem..."
e. All of these answers are correct.
3. When you write an adjustment letter saying "no," you should do which of the following?
Select one:
a. leave the door open for continued business
b. thank the customer for the letter
c. give your decision without hedging
d. explain to the customer that you understand the complaint
e. All of these answers are correct.
4. Which of the following is considered a neutral letter?
Select one:
a. A sales letter
b. An inquiry letter
c. A complaint letter
d. An adjustment letter
e. None of the above.
5. Which of the following should you do when writing to an international audience?
Select one:
a. Use phrases and expressions such as "third-world country" or "oil-rich Arabs"
b. Use culture-bound descriptions of place and space since they are popular references
c. Use sports metaphors to get your point across
d. Use idioms such as "drop you a line"
e. None of the above.
6. Which of the following is NOT the purpose of an adjustment letter?
Select one:
a. respond to the complaint letters
b. persuade the customer to buy a new product or try a service
c. reconcile the differences that exist between a customer and a company
d. restore the customer's confidence
e. None of these answers is correct
7. Which of the following is INCORRECT about letters?
Select one:
a. They represent the company's public image.
b. They constitute official legal records of agreements.
c. They are still the most formal and approved way to conduct business with many international audiences.
d. They are considered as formal as memos and emails.
e. None of the above.
8. Which of the following should you do when writing a "yes" adjustment letter?
Select one:
a. admit that the customer's complaint is justified and apologize
b. state precisely what you're going to do to correct the problem
c. explain to the customer what exactly happened
d. end on a friendly and positive note
e. All of these answers are correct.
9. An effective complaint letter does NOT do which of the following?
Select one:
a. asks for prompt handling of the problem
b. uses sarcasm to show the writer's dissatisfaction
c. states exactly what is wrong with the product or service
d. being realistic about what the writer wants done
e. None of the above.
10. Which of the following parts should appear in EVERY letter you write?
Select one:
a. Complimentary close, email notation, copy address
b. Subject line, informal greeting, summary line
c. Salutation, complimentary close, inside address
d. copy notation, enclosure line, signature
e. None of these answers is correct.