In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is
A) to be avoided in routine positive messages.
B) a good way to build customer relationships.
C) an important part of all negative responses to claim letters.
D) insulting and self-serving, unless you include a check or a free product.
E) most effective in an indirect message.
Answer: B
Explanation: B) Resale information reinforces the idea that the customer made a wise decision in purchasing your product. Resale helps make customers feel good about their purchase, and develop a positive relationship with your company.
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Which of the following is one of the four major communication functions?
A) coordination B) distribution C) noise D) response E) preference
Three persons have been turned down for jobs because of their age. Alice, age 72, was turned
down because she was too old. Betty, age 45, had applied for a job where most of her customers would be senior citizens and was turned down because she was too young. Cathy, age 35, was turned down for a teaching job because the school wanted very young teachers and thought she was too old. Assuming each was otherwise qualified for the job sought, who has a valid claim for illegal age discrimination? A) Alice and Betty B) Alice only C) Betty only D) Alice and Cathy