If You Have to Turn Down a Customer's Claim, Which

question 20

Multiple Choice

If you have to turn down a customer's claim, which of the following is the best approach to use to maintain goodwill?

• A)Offer resale information to build the customer's confidence in your products or organization.
• B)Avoid taking responsibility and make it clear that the customer is at fault.
• C)Use preachy statements to make your point to the customer.
• D)Explain that your company policy will not permit you to allow the claim.

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Definitions:

Bilateral Contract

A contract in which both parties make promises.

Consideration

In contract law, the mutual promise to exchange benefits and detriments between parties.

Premiums

The amount paid for insurance coverage or the payment above the nominal value of a security when issued.

Inland Marine Insurance

An insurance contract that covers goods that are moved by land carriers such as rail, truck, and airplane.