TCM1603: Chapter Quiz--Complaint & Inquiry Letters

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The following questions focus on the complaint letter:
1. Click on one of the following that best defines what a complaint letter is:
   Responds to an editorial in a newspaper, complaining about biased coverage of some issue.
   Answers a customer's complaint about a defective product or inadequate services, either granting the compensation or explaining why it cannot be granted.
   Requests compensation for a defective product or inadequate services.
   

2. Click on one of the following that explains why writing a complaint letter is sometimes preferable to making a phone call:
   The letter is more formal and permanent, whereas the phone call can easily be forgotten.
   The letter is a legal document that can be used as evidence in a court of law.
   The letter provides a clear statement of the compensation to be awarded the customer.
   

3. Click on one of the following that best indicates the way you ought to write the complaint letter in general:
   Quietly threaten the recipient with legal action or some other form of retaliation if your request is not granted.
   Try to be diplomatic; maintain your poise; don't threaten or attack the recipient's integrity.
   Be diplomatic but firm in your refusal to grant the customer's request for compensation.
   

4. Click on one of the following that best indicates what the first paragraph of the body of the complaint letter ought to contain:
   Some indication of the purpose of the letter, which is to request compensation for problems with a product or service.
   A complete, detailed account of the problems you had with the product or the service.
   Some indication of the purpose of the letter, which is to grant or refuse the customer's request for compensation.
   

5. Click on each of the kinds of contents that belong in a complaint letter:
   Statement of the letter's purpose and contents
   Indication of where you heard about the job (newspaper, bulletin board, etc.)
   Description of the compensation desired
   Statement of what compensation will be granted, if any
   Review of your background and qualifications
   Details on the problems you had with the product or service
   Reasons why your request for compensation should be granted
   Reasons why it's in the best interests of the recipient of your letter to grant your request
   

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   The following questions focus on the inquiry letter:

6. Click on one of the following that best defines what an inquiry letter is:
   A response to a written request for information, advice, names, directions; it provides the requested information.
   A written request for information, advice, names, directions; it lists the specific items of information needed.
   A request for information about a job applicant; it is written to the people the job applicant lists as references.
   

7. Click on one of the following that best states an important caution about inquiry letters:
   Don't write an inquiry letter for information that you could easily look up in books at a local library.
   Be careful not to request confidential information.
   Don't jump right into your request for compensation without first indicating the purpose and contents of the letter.
   

8. The chapter discusses the differences between a solicited and an unsolicited inquiry letter. Click on one of the following that would be an example of an unsolicited inquiry letter:
   You're doing a technical report on applications of photovoltaic cells in housing. You know that someone is doing research on photovaltaic cells at a nearby university. You have some specific questions you would like to ask this person, questions that you cannot find answers for in the research literature.
   You're doing a technical report on applications of photovoltaic cells in housing. You have seen advertisements in engineering journals by a local company that manufactures these cells. You want specific information on performance of these cells.
   

9. Click on one of the following that best indicates what the first paragraph of the body of the inquiry letter ought to do:
   Indicate the purpose of the letter, which is to request specific information.
   List the specific items of information that you need, citing exact details.
   Indicate the purpose of the letter, which is to grant or refuse the customer's request for compensation.
   

10. In one of the types of inquiry letters, you must provide extra information: specifically, you identify who you are, what you are working on, and why you need the requested information, how you found out about the individual, what was the information source that prompted your inquiry. Which type is it?
    Solicited inquiry letter
    Unsolicited inquiry letter
    

11. Click on each of the kinds of contents that belong in an inquiry letter:
    State the letter's purpose and contents.
    Describe the problem you have had with a product or service.
    Indicate who you are, what you are working on, why you need the information.
    State the information that is needed, preferably in some easy-to-read list format.
    Review your background and qualifications for doing the report project.
    Offer to make supplying the information easy for the recipient of the letter.
    Express gratitude for any help the recipient can provide, suggesting the benefits to the recipient for doing so.
    Provide your telephone number, e-mail address, times you are available for interviews.
    

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    The following questions focus on general format of business letters:

12. Click on each of the standard elements that occur above the body of a business letter:
    Date
    Signature block
    Heading
    Complimentary close
    Enclosures indicator
    Inside address
    Salutation
    First paragraph of the body text
    

13. Click on one of the following the best defines the contents of the heading element of business letters:
    Name and address of the recipient of the letter
    Name and address of the sender of the letter
    

14. Click on one of the following the best defines the contents of the inside-address element of business letters:
    Name and address of the recipient of the letter
    Name and address of the sender of the letter
    

15. The salutation element is the "Dear Sir" part of a business letter. It should punctuated with a:
    Colon (for example, "Dear Sir:")
    Comma (for example, "Dear Sir,")
    Semicolon (for example, "Dear Sir;")
    

16. The complimentary close is the element of the business letter occurring just above signature. Click on the way it should be capitalized and punctuated:
    Use sentence-style caps and end with a comma: for example, "Sincerely yours," would be correct.
    Use headline-style caps and end with a comma: for example, "Sincerely Yours," would be correct.
    

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