Commercial Correspondence

1.What is the tone used in a Receiving Complaint Letter?

• A. Friendly and Warm

• B. Caring and Concerned

• C. Cool and Funny

• D. Polite and Formal

2. How do you begin writing a Receiving complaint letter?

• A. Begin with a quotation

• B. Begin with confirmation

• C. Begin with descriptions of the place

• D. Begin with details of what happened

3. In a Receiving complaint letter, we may end with a closing such as...

• A. Yours

• B. Your regards

• C. Yours truly

• D. Yours sincerely

4. Why do we need to write a receiving complaint letters?

• A. To show that customers are always in the right

• B. To show that customers sometimes can be wrong

• C. To provide feedback and see improvements

• D. To show our care and concern to customers

5. Which writing technique is most applicable for writing a letter of receiving complaint?

• A. Hyperbole (using exaggerations)

• B. Descriptive Language (using the 5 senses)

• C. Persuasive Language (giving explanations)

• D. Argumentative Language (be very firm about what you want)

6. What is the tone used in a regaining customer’s trust letter?

• A. Friendly and Warm

• B. Caring and Concerned

• C. Cool and Funny

• D. Polite and Formal

7. How do you begin writing a regaining customer’s trust letter?

• A. begin with an apology

• B. begin with a solution

• C. begin with a report

• D. begin with a compliment

8. In a gaining back customer’s trust complaint letter, we may end with a closing such as...

• A. Yours

• B. Your regards

• C. Yours truly

• D. Yours sincerely

9. Why do we need to write a gaining back customer’s trust letters?

• A. To tell customers that we’re sorry

• B. To show goodwill and promise

• C. To explain to customers

• D. To deny responsibility

10.Which writing technique is most applicable for writing a letter of regaining customer’s trust ?

• A. Hyperbole (using exaggerations)

• B. Descriptive Language (using the 5 senses)

• C. Persuasive Language (providing solutions)

• D. Argumentative Language (be very firm about what you want)