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Section 10.2 Assessment
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1

A claim letter is written in response to an adjustment letter.
A)True
B)False
2

It is important to get the facts immediately after you make a claim.
A)True
B)False
3

When writing a claim letter, you are making an accusation.
A)True
B)False
4

You should give only what you consider the most important details when writing a claim letter.
A)True
B)False
5

When writing a claim letter, the writer should not accuse, threaten, or demand.
A)True
B)False
6

Which of the following scenarios justifies a claim letter?
A)Ordered Model R-75 but received Model R-57
B)Requested 150 booklets but received 155
C)Requested size 10 and received two of them
D)Specified brand Q but received brand T and Q
7

If a company does not answer your claim letter in a reasonable amount of time, what should you do?
A)Write a threatening letter
B)Demand that the company send you a formal apology
C)Write a reasonable letter
D)Both A and C
8

When examining a claim letter, a business must do which of the following?
A)Decide whether the customer is telling the truth
B)Determine whether the claim has any merit
C)Decide whether the company has resources to grant the claim
D)Conduct a conversation with the claimant
9

Which of the following is not required to evaluate a claim, determine a fair adjustment, and approve the adjustment?
A)Business experience
B)Company authority
C)Common sense
D)A friendly rapport
10

Which of the following questions should a company examine to determine its responsibility in light of a claim?
A)Could the advertising be misinterpreted?
B)Could your records be at fault?
C)Is it possible that someone in the company made a mistake?
D)All of the above





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