Which of the Following Guidelines Should Be Followed When Granting

question 16

Multiple Choice

Which of the following guidelines should be followed when granting an adjustment?

• A) You should avoid using reader-centered language.
• B) You should reiterate that it was not your company's fault.
• C) You should use negative words if the reader has accused you or your company.
• D) You should avoid language that makes the customer's complaint the focus of your message.
• E) You should use the we-viewpoint in writing your message.

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Definitions:

Distribution Costs

Expenses associated with transporting, warehousing, and delivering products from the manufacturer to the consumer.

Production Costs

The total expense incurred in the manufacture of a product or delivery of a service, including raw materials, labor, and overhead costs.

Inventory Management

The practice of ordering, storing, tracking, and controlling inventory to ensure the right quantity and types of products are available when needed.

Customer Service

The support and assistance provided by a company to those people who buy or use its products or services.