Multiple Choice
A claim is ________; an adjustment is ________.
A) a goodwill message; a means to an end
B) an emotional reaction; a calculated response
C) a formal complaint; a settlement of a claim
D) an informal complaint; an emotional reaction
E) an assertion; a shift in point of view
Correct Answer:
Verified
Correct Answer:
Verified
Q7: It's best to back up all claims
Q47: Routine,positive messages should do all of the
Q48: When asking for information and action,explaining why
Q49: When making claims or requesting adjustments,you should
Q50: In the closing section of a routine
Q52: When you request an adjustment,asking the company
Q56: The opening of a routine or positive
Q81: What three message points can you use
Q83: In responding favorably to a claim even
Q104: Due to potential legal problems,many companies have