Which of the Following Statements About Claims Is Most Accurate

question 90

Multiple Choice

Which of the following statements about claims is most accurate?

• A)If you expect that your claim will be granted, a letter or e-mail message is not necessary.
• B)Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.
• C)All claim messages should be written using the indirect strategy.
• D)Smart businesses dislike receiving claim messages because it means they did something wrong.

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Definitions:

Projection

A defense mechanism where an individual attributes their own undesired feelings, thoughts, or impulses onto someone else.

Perception

The process by which individuals organize and interpret their sensory impressions to give meaning to their environment.

Self-Efficacy

An individual’s belief in their own capability to execute behaviors necessary to produce specific performance attainments.

Attribution Theory

A theory focused on how people interpret and understand their own behavior and the behavior of others by attributing causes to actions.