UNIT TEST 4 - COMMERCIAL CORRESPONDENCE
  • 1. What situations arise a COMPLAINT LETTER?
A) bad product, confused product, error in the address
B) delay, bad service, wrong quantity
C) bad product, payment terms, credit delay
D) bad product, bad service, delay, invoicing error
E) bad attitude, less taxes, wrong quantity
  • 2. Why do companies use ACKNOWLEDGEMENT LETTERS?
A) to acknowledge receipt
B) to request information
C) to provide information
D) to inform about prices and data
E) to confirm or negotiate the order
  • 3. Who sends the ORDER LETTER?
A) the supplier
B) the customer
C) the bank
D) the creditor
E) the transportation
  • 4. Who receives the CREDIT APPLICATION LETTER?
A) the supplier
B) the customer
C) the transportation
D) the reference
E) the people
  • 5. Who receives the ORDER LETTER?
A) the customer
B) the bank
C) the supplier
D) the transportation
E) the creditor
  • 6. Which is the main point of an ADJUSTMENT?
A) provide a solution for the customer
B) provide an explanation to the customer
C) get the customer back
D) lose the customer
E) apologize with the customer
  • 7. What can be required in an ORDER LETTER?
A) neither a product nor a service
B) a product
C) a product or a service
D) everything we want
E) a service
  • 8. Which is the paragraph order of the ORDER LETTER?
A) order the product or service, explain why you need it, send payment, hope to receive the supply
B) send an order form, attach a check, wish for the best
C) none of the offered options
D) wish to obtain a supply, ask for a discount, mention the payment terms and the delivery terms
E) mention the quotation, order the product or service with detailed information, wish to obtain the supply in the required conditions
  • 9. Which is the paragraph order of the COMPLAINT LETTER?
A) refer to the order, demand a solution, refer to the order with detailed information, say the negative consequences, hope for the best
B) refer to the order, express the problem, mention the negative consequences due to the error, require an explanation, demand a solution, hope for the situation to be fixed
C) none of the options offered
D) hope to receive a solution, require an explanation, describe the problem, mention the negative consequences, mention the order
E) explain the problem, mention the negative consequences due to the error, refer to the order, demand a solution, threat the supplier
  • 10. Which is the paragraph order of the ADJUSTMENT LETTER?
A) refer to the complaint, apologize for the error, provide an explanation, mention that the situation barely happens in the company, offer a responsible solution, keep the customer in your portfolio
B) hope that the client continues to trust your company, offer a responsible solution, apologize for the error and provide an explanation, mentioning that those errors barely happen and refer to the complaint
C) explain what happended, say you are sorry, mention those errors never happen, and offe a solution to bring the customer back
D) refer to the complaint, offer a solution, hope for the customer to be satisfied with the solution, explain the problem, apologize for everything
E) apologize for the error, provide an explanation and a solution, mention that those situations never happen in your company,
  • 11. Which is the paragraph order of an ACKNOWLEDGEMENT LETTER?
A) hope the reader enjoys the product or service, confirm or deny the order, mention when the supply will be carried out or not, establish the payment form and refer to the order
B) refer to the order, confirm or deny the order, establish shipping/delivery/payment terms, attach/mention invoice, prompt the reader to enjoy the supply or service.
C) none of the provided options
D) refer to the order, promt the reader to enjoy the supply and confirm or deny what the customer required in the order
E) order the product or service, get the data for the invoice and confirm the prices, say if you have or do not have the product in stock
  • 12. Who sends a CREDIT APPLICATION letter?
A) the customer
B) none of the options
C) the creditor
D) the reference
E) the supplier
  • 13. Which is the main objective of the CREDIT APPLICATION LETTER?
A) to request a credit
B) to apply a credit
C) to require a payment
D) none of the options
E) to credit an amount of money
  • 14. Which is the paragraph order of a CREDIT APPLICATION LETTER?
A) apply for the credit and ask if the creditor wishes to obtain any information.
B) none of the options
C) mention that you need a credit, explain why, say the interest rate you wish to pay and the conditions, wait for the credit application form
D) establish the purpose of the money, deny the credit, provide credit references and hope for the best
E) explain the project or purpose, require the credit and mention the amount/proposed time of payment, provide references, hope for the credit to be granted
  • 15. What is it to "grant" a credit?
A) investigate the process of a credit application
B) continue the process of a credit application
C) negative answer to a credit application
D) positive answer to a credit application
E) neutral answer to a credit application
  • 16. What is the purpose of a collection letter?
A) to collect things
B) to obtain a due payment
C) to bill a service
D) to get a credit
E) to credit an account
  • 17. The following paragraph order corresponds to ...: 1) Describe the project 2) Request the credit line or loan 3) provide references 4) hope for a positive answer.
A) credit application
B) credit reference request
C) credit granting
D) credit reference
E) credit denial
  • 18. Why is it important to keep a good credit record?
A) because the company wins
B) because nobody will ever grant you credit again
C) because payign is unnecessary
D) because credit is no good
E) because cash basis is better
  • 19. 1) refer to the credit application, 2) provide an excuse for not granting the credit, 3) hope to continue with business on cash basis. IS THE PARAGRAPH ORDER OF....
A) credit granting
B) credit reference request
C) credit application letter
D) credit reference letter
E) credit denial
  • 20. The letter that asks for data on the credit behavior of a customer is called...
A) neutral references
B) credit reference
C) negative references
D) positive references
E) credit reference request
  • 21. Why do banks and service/product companies give credit to their customers?
A) they do not take risks
B) they know for sure that the customers will pay
C) they like to lose money
D) they like to take risks
E) they take the risk to make their businesses grow
  • 22. Why do negative credit references damage the credit records of a company?
A) because they translate the negative attitude of the potential customer to the potential creditor
B) because they are bad things about the feelings of the potential customer
C) because they limit the possibility of having someone taking a risk on them.
D) because they give the idea to the potential creditor that they have a negative impression
E) because they say that no money is in their pockets and that they are poor.
  • 23. Which is the main objective of a credit reference request?
A) to ask for references
B) to verify if the customer is interested in our company
C) to give positive references
D) to refer to the ideas of the potential customer
E) to give negative references
  • 24. Why should credit references be confidential?
A) because the client must not know what we referred about them
B) because they are negative
C) because all other customers will ask for credits
D) because they are positive
E) because public news are of bad taste
  • 25. In what credit letter do we state the terms and conditions of an authorized loan or credit line?
A) credit reference request
B) credit denial
C) credit reference
D) credit application
E) credit granting
  • 26. Which commercial document is the one that leaves a blank or empty fields for the data on the inside address?
A) the collection letter
B) the circular letter
C) the report
D) the memorandum
E) the payment letter
  • 27. Which document is used for communications INSIDE the company?
A) the credit reference letter
B) the payment letter
C) the collection letter
D) the memorandum
E) the circular letter
  • 28. Which is the most practical form to pay to a supplier of products or services?
A) deposit to a bank branch that is far away.
B) money order attachmenet to the payment letter.
C) check attachment to the payment letter.
D) cash attachment to the payment letter.
E) electronic transference from one bank to another.
  • 29. Which collection letter offers the possibility to re-negotiate payment terms?
A) collection e-mail
B) collection calls
C) friendly reminder
D) ultimatum
E) formal collection
  • 30. Which collection letter threatens the debtor with legal action if he/she does not pay?
A) collection calls
B) ultimatum
C) formal collection
D) collection e-mail
E) friendly reminder
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