Learn It: Concept Check Quiz 6-4

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

Avoiding negative words and phrases and avoiding blame in adjustment messages are ways to achieve which of the following?

• Use of sensitive language
• Expression of confidence
• Extension of a promise

Which of the following are reasons that businesses make favorable adjustments to legitimate claims? Check all that apply.

• To satisfy customers and retain their business
• To protect employees from angry customers
• To avoid negative reviews on social media platforms
• To adhere to contractual and tort laws protecting consumers

If appropriate, an apology should be expressed in the  of an adjustment message.