If you're responding to a claim and your company is at fault, it ...

[tingc95]

If you're responding to a claim and your company is at fault, it is best to
 
  A) avoid sympathizing with the customer, since it can lead to lawsuits.
  B) do all you can to discourage further correspondence.
  C) take (or assign) personal responsibility for setting matters straight.
  D) be vague about when the claim may be resolved.
  E) wait at least two weeks before you respond.

Question 2

When answering requests and a potential sale is involved, one important goal is to
 
  A) leave your audience with a good impression of you and your firm.
  B) provide negative information about any possible competitors.
  C) use hard sell techniques to pressure the reader into making the purchase.
  D) answer only those questions that present your product or firm in a positive light.
  E) encourage an immediate sale by offering an incentive for an immediate purchase.

[bulacsom]

Answer to Question 1

Answer: C
Explanation: C) Take or assign personal responsibility for resolving the situation. You want to convey the idea that as a representative of the company you are responsible for doing whatever it takes to make the situation right.

Answer to Question 2

Answer: A
Explanation: A) Even when a sale is not imminent, one of your goals is always to leave your audience with a favorable view of you and your company. If the interaction that your reader has is a positive one, he or she will feel better about you and your company and will be more likely to do business with you in the future.

[tingc95]

Gracias!

[bulacsom]

TYSM