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Section 9.5 Assessment
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1

It is considered appropriate to wait 72 hours before responding to a request.
A)True
B)False
2

When your company receives something of value from customer or vendor, you should acknowledge its receipt.
A)True
B)False
3

In response to a customer request letter, it is helpful to be vague in order to keep the business relationship open-ended.
A)True
B)False
4

Highlighting the specific points in a request letter can help ensure that you've responded to them all.
A)True
B)False
5

When acknowledging the receipt of an order, it is unnecessary to include the date of order since the customer already knows this information.
A)True
B)False
6

A file that is set up to serve as a reminder to employees is called:
A)A summons file
B)A tickler file
C)A reply file
D)A "To Do" file
7

A shortcut form of correspondence that many businesses use to respond to a large volume of requests is called:
A)A form letter
B)An auto-response letter
C)An acknowledgment card
D)A preprinted reply card
8

When handling "problem requests," you should:
A)Use the direct approach.
B)Send a discount coupon.
C)Respond with tact and diplomacy.
D)Offer free advice.
9

Which of the following comments is NOT stated in a positive manner?
A)Your qualifications do not meet our standards.
B)Unfortunately, we are not interviewing candidates at the current time.
C)Although we were impressed with your presentation, we feel we cannot offer a contract at this time.
D)While your product is wonderful, it does not meet our specific standards.
10

When responding to a request letter, it is practical to be:
A)Firm
B)Sales-minded
C)Efficient
D)Congenial





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