FBLA Business Communications Part Two

A sympathy message should

• express sympathy only.
• never use the word "death".
• give a calm and optimistic look toward the future.
• never state the deceased person's name.

The two types of invitations that you may be called upon to create for business purposes are

• social and formal
• formal and informal
• semi-formal and formal
• informal and semi-formal

Which of the following expressions should be avoided in a letter refusing an adjustment?

• Thank you for...
• You claim that...
• We can offer...
• Please return the...

Sometimes you can take the sting out of a refusal letter by

• sending a free pamphlet
• offering a helpful suggestion
• sending a price list
• sending a copy of the refusal letter to the president of your company.

The purpose for letters denying adjustments are to say no and 

• sell a different product.
• keep or rebuild the customer's goodwill.
• convince the customer that they made a mistake.
• give a good reason for the problem.

When granting a full adjustment to a customer, begin te letter with

• an expression of appreciation for the reader's request for adjustment.
• an explanation of the effort you are making to prevent a repetition of the error.
• the news that the full adjustment is being granted
• a buffer paragraph with neutral information.

Which of the following shippers can use a P.O. Box as the ship-to address?

• FedEx
• Airborne
• United States Postal Service (USPS)
• United Parcel Service (UPS)

The item that is NOT an objective of a good collection letter is

• to get the money owed
• to explain the credit terms
• to keep the customer for future business

People write letters to a newspaper editor to 

• share a view or express a concern
• get their opinions to a newspaper's staff
• get an invitation to visit the editor
• get information about a topic of concern

Which statement is the best way to explain that, even though you must refuse to extend credit now, you will consider another application for credit later?

• We look forward to the time when it will be possible for you to undertake credit purchases comfortably.
• Even though we have refused your credit application at this time it doesn't mean we won't change our attitude in the future.
• As you probably now realize, your decision to apply for credit wiht us was not well timed. We invite you to apply again.
• We cannot give your credit due to your poor decisions recently, if you improve soon please apply again.