Part 2 -- Learn It: Concept Check Quiz 6-4

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

Which of the following would be effective approaches in phrasing an adjustment message? Check all that apply.

• Assigning blame within the organization so that the customer knows what went wrong
• Promising that the situation will not recur
• Avoiding negative words or phrases
• Describing a product's features that might appeal to the customer

Which of the following would you be doing by ending an adjustment message with anticipation of future business?

• Showing confidence
• Using sensitive language
• Explaining compliance

When a company receives a claim and decides to respond favorably, the message is called a(n)  .