You Need to Write a Letter to a Customer Denying

question 27

Multiple Choice

You need to write a letter to a customer denying a claim,as the customer is responsible for the problem that she is asking you to fix.In this situation,________.

• A) the direct approach is best to buffer the bad news
• B) the direct approach is preferred so that you get right to the point without introductory pleasantries
• C) the indirect approach alleviates the need to phrase the bad news tactfully
• D) the indirect approach can provide introductory information so it can be understood by the reader
• E) you should always take responsibility for the claim even if you are not to blame in order to maintain the customer's goodwill

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Definitions:

Accompanying Figure

A visual representation, such as a chart or diagram, provided alongside text or data to illustrate or clarify information.

Incorrect Demonstration

Incorrect demonstration involves conveying or teaching something in a way that is not accurate, potentially leading to misunderstandings or incorrect learning outcomes.

Accompanying Figure

An illustrative diagram or chart that is provided to complement or detail the information described in text.