19-What does the first 'A' in 4 As stand for? * Attention Action Attentiveness Application

20-Options for Closings do not include... * Sincerely, Best Regards, Cordially, Talk to you later,

21-Kamal is a customer service executive at Alacrity Corp. He is in the process of composing a refusal to a customer's request to get a refund for a watch she had bought five months back. Which of the following statements will help him refuse the claim clearly and positively? *

you should have returned the product within three months to claim a refund. You should have contacted us earlier We can provide a refund only if the product is returned within three months of purchase. Since you failed to return the product within three months, you are not entitled to a refund

22-Which kind of letter shows how your & your company regard the people with whom you do business? *

Inquiry Letters Sales Letters Customer Relations Letters Adjustment Letters

23-Where you place your main idea is determined by what? *

the type of letter the length of the letter the mood you're in the weather

24-A Letter that is refusing adjustment is written when _____________. *

When the third party is at fault. The company is at fault. The customer is at fault. When nobody is at fault.

25-Which of these phrases cannot be used to end a letter of complaint *

I believe I am entitled to a partial/ full refund. I demand an immediate action/ replacement. I would appreciate it if we could solve this matter as soon as possible. I was terribly inconvenienced by your service

26-An adjustment letter usually follows a letter of ___ * enquiry application complaint invitation

27-What is the salutation of a complaint letter * Dear Mr. Sarawi, Linkedin.com Sincerely yours, Thank you

28-A buffer in an indirect order bad-news message should: *

not be worded in a positive manner. not indicate that negative news is coming. not identify the subject of the message. present the bad news in a frank manner.