Question 9

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You work at a large manufacturing firm. Your job is to complete the paperwork to ensure that orders are filled correctly and shipped promptly and to respond to customers' queries about orders. Which of the following would be your best response when you receive a complaint from an important client about an error in a shipment?

Question 9 options:

	Deal with the problem by contacting the customer immediately and personally.
	Inform the customer that you think that the customer made an error on the original order.
	Rather than calling the customer, take the time to write and mail a formal business letter indicating that you will look into the error.
	Postpone replying to the customer's complaint for a few days while you are busy filling new orders.

Question 10

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Which of the following statements best exemplifies objective language for a refusal letter?

Question 10 options:

	You should have sent in your application by the August 15 deadline.
	Our records indicate that you failed to submit a completed application by August 15.
	Our posting clearly states a deadline of August 15.
	Unfortunately, we cannot accept any applications past the deadline of August 15.

Question 11

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Bad news can be de-emphasized by putting it in an independent clause or by using active-voice verbs.

Question 11 options:

	True
	False

Question 12

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When a writer must deny a customer claim, it is best to start with a buffer statement on which both the writer and reader can agree.

Question 12 options:

	True
	False