1) You have recently ordered a new pair of soccer cleats from Abibas website on 21 June. Unfortunately, when it arrived the cleats were dirty and there was a small tears in front of the shoes. a) Complaint Letter b) Adjustment Letter c) Resignation Letter 2) You are currently working as an executive with Nanotech Sdn. Bhd. Recently you have received an offer from Music and Communications Sdn. Bhd. to serve as a research analyst with the company. You are going to accept the position offered by the new company a) Adjustment Letter b) Resignation Letter c) Complaint Letter 3) As the head of the Customer Service Department of Mahameru Office Stationeries Sdn. Bhd, you received a complaint letter from a customer who was not satisfied with the services since the goods ordered were delivered late. What letter should you do? a) Resignation Letter b) Adjustment Letter c) Complaint Letter 4) You have been having problems with your cable TV service. You called the company and asked them to send a technician to look at it. The technician did not arrive at the scheduled time, and when he did arrive two hours late, he said he could not do the repair. a) Adjustment Letter b) Resignation Letter c) Complaint Letter 5) You would like to cancel a magazine subscription that you have had for the last three years. You called the subscription department and told them to cancel the subscription, but they did not. a) Complaint Letter b) Adjustment Letter c) Resignation Letter 6) A business letter can be sent to give a positive message or a negative message. a) True b) False 7) There are 4 types of business letters. a) True b) False 8) The purpose of routine business letter: i) Providing information ii) Asking for information iii) Requesting action iv) Making a complaint a) i, ii b) i, ii, iii c) i, iv d) iii, iv 9) A bad message letter is used to conveys unpleasant information. a) True b) False 10) A positive message is another name for a bad message letter. a) True b) False 11) The purpose of the bad message letter is: a) To be vague about the true intention b) To maintain the relationship c) To ask for help 12) Tips for a good complaint letter. a) Unsympathetic b) Rude c) Humble d) Passive 13) The subject for complaint letter format should be... a) clear and specific b) long and precise c) indirect and negative 14) Which of the following is suitable for the body of the complaint letter: i)Offer an apology ii)Explanation iii)Offer regrets iv)Proposal to prolong the case a) iii, iv b) i, ii, iv c) i, iv d) i, ii, iii 15) The purpose of an adjustment letter is: a) To resolve the conflict b) To pick a fight with the customers c) To provide information 16) Tips for a good adjustment letter is: a) Deny the mistakes b) Negative reply c) Proofreading 17) The adjustment letter should have a salutation at the body part such as "Dear Mr. Osaka" a) True b) False 18) The purpose of the resignation letter is: a) To gossip about other colleagues b) To serve as evidence in your HR file c) To mock the employer 19) What should we include in the resignation letter? a) Inappropriate language b) Emotional sentiments c) Appreciation 20) "20/11/20" We can write the date for an official letter as given. a) True b) False

EWC 662 TOPIC 5

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