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Which of the following can you do to correct the problem that is addressed in a complaint letter?

Select one:

a. upgrade a product or service

b. enclose a free pass/coupon/discount code

c. repair damaged equipment

d. extend warranty coverage

e. All of these answers are correct.

A cover letter is used to:

Select one:

a. identify the type of document you are sending and prepare your reader to read it

b. ask information about a product, service or procedure

c. persuade your reader to buy a product, service or procedure

d. makes a special demand

e. None of the above.

Which of the following phrase/sentence is discourteous and lacking in tact?

Select one:

a. "it makes no sense"

b. "you are responsible for this"

c. "I demand that you..."

d. "no offense, but you are mistaken about..."

e. All of these answers are correct.

Which of the following language should be used in a letter?

Select one:

a. "as per your request"

b. "henceforth"

c. "pursuant to our agreement"

d. None of the above.

Which of the following is INCORRECT about using "you attitude" in writing letters?

Select one:

a. Use "you" when referring to the readers in a condescending manner.

b. Let the readers know that you are writing to them as individuals.

c. Be courteous and tactful.

d. Avoid using "legalese" language.

e. None of the above.

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