When writing a letter to a customer denying credit, you should ...

[vHAUNG6011]

When writing a letter to a customer denying credit, you should have four goals. Which of the following is not one of these goals?
 A) Promising the customer that credit will be granted in the future
  B) Retaining the customer on a cash basis
  C) Avoiding language that causes hard feelings
  D) Avoiding disclosures that could cause a lawsuit

Question 2

Which is the most effective statement in a letter to a customer denying a claim?
 A) If you had followed the instructions, you wouldn't have overheated the battery pack.
  B) You can purchase a replacement battery pack at a 30 percent discount.
  C) Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
  D) We apologize, but, unfortunately, we cannot replace your battery pack at this time.

[k.lashomb]

Answer to Question 1

A

Answer to Question 2

B

[vHAUNG6011]

Excellent

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