What makes a complaint valid?, a. The customer is angry., b. The product was expensive., c. There is a legitimate problem with the product or service., d. The customer has changed their mind., What does faulty mean?, a. Defective or not working properly., b. Very expensive., c. Difficult to return., d. Previously used., Why should you keep a receipt or other proof of purchase?, a. To make the letter longer., b. To prove when and where the purchase was made., c. To avoid explaining the problem., d. To identify the salesperson., What should you decide before writing a complaint?, a. How angry you want to sound., b. Whether you can blame an employee., c. How long the letter should be., d. What you want the company to do., Why should a complaint letter be addressed to a specific person?, a. It makes the complaint more likely to reach someone responsible., b. It makes the complaint less formal., c. It removes the need for evidence., d. It guarantees a refund., Why is it useful to set a deadline?, a. It allows you to threaten the company., b. It means the company must give you a refund., c. It establishes when you expect a response or action., d. It replaces the need to explain the problem., What is the difference between a run-on sentence and a sentence fragment?, a. A run-on is informal; a fragment is formal., b. A run-on improperly joins too much material; a fragment is incomplete., c. A run-on is too short; a fragment is too long., d. There is no important difference., Why should a complaint be firm but polite?, a. Because polite complaints don't need evidence., b. Because companies reject emotional complaints automatically., c. Because formal letters cannot express dissatisfaction., d. Because you can state your position clearly without being unnecessarily aggressive., What problem did Karen have with her washing machine?, a. It wouldn't turn on., b. It leaked water., c. It arrived late., d. It was the wrong model., What solution did Karen request?, a. A replacement and an apology., b. Free repairs., c. Pickup of the washing machine and a refund., d. A discount on another appliance.

John

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