What Is the Best Advice for Writing a Letter That

question 89

Multiple Choice

What is the best advice for writing a letter that turns down a customer's claim? 

• A)Consider offering resale information to build the customer's confidence in your products or organization.
• B)To avoid taking responsibility, be sure to make it clear that the customer is at fault.
• C)Use strong emotional, subjective language to show the customer how much you care.
• D)All of these choices.

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Definitions:

Self-Monitoring

The degree to which individuals regulate their behavior to fit social cues and contexts, often adjusting their actions and expressions to appeal to others.

Narrative Transportation Theory

A theory suggesting that when people lose themselves in a story, their attitudes and intentions can be changed to reflect that story.

Elaboration Likelihood Model

A theory explaining how people are persuaded, distinguishing between two main routes to persuasion: central and peripheral.

Psychological Reactance Theory

A theory suggesting that individuals are motivated to restore their freedom when they experience restrictions or threats to their perceived choices.