Multiple choice

Question 1 

Which of the following is a challenge to building goodwill?

A. Stating that the customer's criticism of the company is justified 

B. Stating that the company has made an error 

C. Answering no to the customer 

D. Making it easy for the customer to respond 

Question 2 

Make your letter more believable by:

A. telling the reader vaguely about your product or service. 

B. making exaggerated (rash) promises. 

C. telling the reader specifically what your product or service can do for him or her. 

D. mentioning a competitor's product specifically. 

Question 3 

Saying you're sorry in a letter is:

A. not acceptable business practice. 

B. acceptable if you say it several times. 

C. acceptable since excessive apologies will improve the reader's reaction to the letter. 

D. acceptable, but it is better to stress what you did or are doing to correct the problem. 

Question 4 

Problem letters such as bad-news letters get off to a better start by:

A. beginning with the cause of the problem. 

B. reminding the reader that the problem was caused by negligence. 

C. beginning with a goodwill idea. 

D. presenting the bad-news first to let the reader know the answer.