Chapter 06: Aplia Assignment Dear Dr. Davalos: You are a great customer. We really like serving you. You sent in an inquiry regarding our botanical merchandise refund policy and if we refund purchases for botanical items purchased over a month ago. Well, the answer is occasionally." True or False: This is an effective beginning for a direct reply letter. O True O False Which strategy will make your direct response most useful for the recipient? Build goodwill through emphatic statements, Arrange your information logically. Close pleasantly and quickly, What strategies should a direct response message use? Check all that apply. Respond to angry inquiries with vague answers Place the most important information first. Help readers find additional information by providing clear references Close with an open-ended question to promote dialogue Identify the reason for writing in the subject line and any previous correspondence What is the value of the real-time feedback of customer comments? Check all that apply. O They can expose product flaws. O They offer customers a venue for product trolling, O They can help clear up supply chain bottlenecks. They can improve operating instructions. O They let companies ignore customer complaints while appearing to be receptive. Which of these guidelines should you follow when responding to customers online? Check all that apply. O Don't admit mistakes. Direct users to approved information sources. Folow-up with users as new information becomes available O Do not argue or assign blame, State your name and position