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Practice Test
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1
A letter compromising on an adjustment should start with ____.
A)the no
B)the compromise or counterproposal
C)the explanation
D)a buffer
2
The two purposes for letters denying adjustments are to say no and ____.
A)sell a product
B)keep or rebuild the customer's goodwill
C)convince the reader he or she was wrong
D)give a good reason for the problem or error
3
An adjustment letter is written ____.
A)in response to a claim letter
B)to request an appointment
C)only when the response is positive
D)only when the response is negative
4
A letter requesting an adjustment should be sent ____.
A)at least 30 days after you discover the problem
B)at least 60 days after you discover the problem
C)at least 90 days after you discover the problem
D)promptly after you discover the problem
5
When granting an adjustment, you should ____.
A)express sincere appreciation for the reader's request
B)emphasize that you welcome the opportunity to set things right
C)let the customer know that his or her letter has helped the organization improve its products or service
D)do all of the above
6
The tone and style of some form letters suggest ____.
A)mass production
B)personalized service
C)genuine concern for the reader
D)sincerity
7
When writing a letter requesting an adjustment, you should ____.
A)ask your reader what he or she plans to do about the mistake
B)question your reader's integrity and honesty
C)ask your reader for a specific adjustment
D)show your anger and disgust about the situation
8
In order to protect your rights when you are making a claim, it may be necessary for you to ____.
A)have a witness when you ask for an adjustment
B)put your claim in writing
C)have an employee verify your claim
D)let the seller know you are angry
9
When using the buffer-paragraph technique to write a letter refusing an adjustment, place the bad news ____.
A)at the beginning of the letter
B)in the middle of the letter
C)at the end of the letter
D)either a or b
10
Resolving customers' claims should be done ____.
A)fairly
B)quickly
C)tactfully
D)all of the above





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