CSEET · Business Communication · Business Correspondence
Sunrise Traders receives a complaint, investigates, finds the fault was its own and writes: "We regret the error and have despatched a replacement free of cost." Which statement about this letter is most accurate?
This is an adjustment letter that grants the customer's claim. It should express regret and state the remedy early to restore goodwill. It is not a sales letter, an enquiry or a circular, because it answers one customer's specific complaint.
- AIt is an adjustment letter granting the claim, and it should apologise and state the remedy earlyCorrect
- BIt is a sales letter, and it should focus on promoting new products
- CIt is an enquiry letter, and it should ask the customer for further details
- DIt is a circular, and it should be addressed to all customers
Explanation
A reply that accepts a complaint and offers redress is an adjustment letter. Good practice is to express regret, state the remedy promptly and restore goodwill. The other options describe different letter types with different purposes.
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