In corresponding with customers, making statements such as, Thank ...

[TFauchery]

In corresponding with customers, making statements such as, Thank you for purchasing the most durable notebook computer you can buy is
 
  A) to be avoided in routine positive messages.
  B) a good way to build customer relationships.
  C) an important part of all negative responses to claim letters.
  D) insulting and self-serving, unless you include a check or a free product.
  E) most effective in an indirect message.

Question 2

The close of a routine reply or positive message should
 
  A) clearly state who will do what next.
  B) explain the reasons for any negative information you have included.
  C) offer an explanation for why this decision was made.
  D) create some ambiguity, so the audience will be more likely to contact you.
  E) offer a resale opportunity.

[miss.ashley]

Answer to Question 1

Answer: B
Explanation: B) Resale information reinforces the idea that the customer made a wise decision in purchasing your product. Resale helps make customers feel good about their purchase, and develop a positive relationship with your company.

Answer to Question 2

Answer: A
Explanation: A) If additional action is required on the part of the reader or yourself, make that action clear in the close. Include times, dates, addresses, and other information to make sure that your audience can accomplish the action easily.

[TFauchery]

Thanks for the timely response, appreciate it

[deja]

Gracias!