Thư tín thương mại - Unit 7

“Please ensure that this sort of problem does not arise again.” is used to express:

• dissatisfaction

• dishonesty

• disbelief

• disdain

Baseless and unreasonable complaints are also called ......................... complaints.

In the language of complaints, do not use sentences like "You must correct your mistake as soon as possible." or "You made an error on the statement." in order not to be rude or personal.

• True

• False

Some complaints can be faxed or emailed , but a letter should be used for larger or more ..................... complaints.

• annoying

• provoking

• serious

• sarcastic

You should use the .......................... or impersonal structures when writing the complaint.

When rejecting a complaint, if you think the complaint is unjustified, you can be rude and personal in your answer.

• True

• False

Debit notes are a second charge for a consignment and become necessary if a customer has been ................................ through a mistake in the calculations on the original invoice.

• overstated

• understated

• overcharged

• undercharged

Many letters of complaint arise out of accounting errors, which can be corrected by ....................... . Debit notes and credit notes are used for this purpose.

When sending a complaint, you will need to decide whether it is appropriate to use fax or email, where privacy cannot be guaranteed, or to write a letter.

• True

• False

Complaint about wrong delivery, complaint about damage, complaint about bad workmanship or complaint about ................................... are some kinds of complaint.

• non - observance

• non - delivery

• non - compliance

• non - alignment