Learn It: Concept Check Quiz 6-3

Introduction: Take this quiz to get a quick check on your understanding of chapter concepts.

In a direct claim, the desired action should appear in which part of the message?

• Opening
• Body
• Closing

Which of the following statements is true about claim messages? Check all that apply.

• When you as a customer have a legitimate claim, you can expect a positive response from the company.
• To increase your chance of the company responding positively, avoid asking for a specific adjustment.
• Claim messages are best delivered verbally so that you can learn immediately who was at fault.
• Claim messages should end pleasantly with a goodwill statement.

When customers write to identify or correct a wrong, the message is called a(n) .