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UNIT TEST 3 - COMMERCIAL CORRESPONDENCE
Contributed by: Rossbach
  • 1. What situations arise a COMPLAINT LETTER?
A) bad attitude, less taxes, wrong quantity
B) delay, bad service, wrong quantity
C) bad product, bad service, delay, invoicing error
D) bad product, confused product, error in the address
E) bad product, payment terms, credit delay
  • 2. Why do companies use ACKNOWLEDGEMENT LETTERS?
A) to request information
B) to provide information
C) to inform about prices and data
D) to confirm or negotiate the order
E) to acknowledge receipt
  • 3. Who sends the ORDER LETTER?
A) the bank
B) the creditor
C) the supplier
D) the customer
E) the transportation
  • 4. Who receives the COMPLAINT?
A) the reference
B) the transportation
C) the supplier
D) the customer
E) the people
  • 5. Who receives the ORDER LETTER?
A) the creditor
B) the bank
C) the customer
D) the transportation
E) the supplier
  • 6. Which is the main point of an ADJUSTMENT?
A) get the customer back
B) provide a solution for the customer
C) lose the customer
D) apologize with the customer
E) provide an explanation to the customer
  • 7. What can be required in an ORDER LETTER?
A) a product or a service
B) a product
C) a service
D) everything we want
E) neither a product nor a service
  • 8. Which is the paragraph order of the ORDER LETTER?
A) none of the offered options
B) mention the quotation, order the product or service with detailed information, wish to obtain the supply in the required conditions
C) send an order form, attach a check, wish for the best
D) order the product or service, explain why you need it, send payment, hope to receive the supply
E) wish to obtain a supply, ask for a discount, mention the payment terms and the delivery terms
  • 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) hope to receive a solution, require an explanation, describe the problem, mention the negative consequences, mention the order
C) none of the options offered
D) 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
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, offer a solution, hope for the customer to be satisfied with the solution, explain the problem, apologize for everything
B) 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
C) 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
D) explain what happended, say you are sorry, mention those errors never happen, and offe a solution to bring the customer back
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) refer to the order, promt the reader to enjoy the supply and confirm or deny what the customer required in 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) 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
D) 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
E) none of the provided options
  • 12. Who sends an ADJUSTMENT letter?
A) the creditor
B) the supplier
C) none of the options
D) the reference
E) the customer
  • 13. Which is the main objective of the CREDIT APPLICATION LETTER?
A) to request a credit
B) to require a payment
C) none of the options
D) to credit an amount of money
E) to apply a credit
  • 14. Which is the paragraph order of a CREDIT APPLICATION LETTER?
A) 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
B) apply for the credit and ask if the creditor wishes to obtain any information.
C) establish the purpose of the money, deny the credit, provide credit references and hope for the best
D) none of the options
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) positive answer to a credit application
B) continue the process of a credit application
C) neutral answer to a credit application
D) negative answer to a credit application
E) investigate the process of a credit application
  • 16. What is the purpose of a collection letter?
A) to obtain a due payment
B) to bill a service
C) to get a credit
D) to credit an account
E) to collect things
  • 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 reference request
B) credit granting
C) credit application
D) credit denial
E) credit reference
  • 18. Why is it important to keep a good credit record?
A) because credit is no good
B) because cash basis is better
C) because payign is unnecessary
D) because the company wins
E) because nobody will ever grant you credit again
  • 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 letter
C) credit denial
D) credit application letter
E) credit reference request
  • 20. The letter that asks for data on the credit behavior of a customer is called...
A) negative references
B) neutral references
C) positive references
D) credit reference
E) credit reference request
  • 21. Why do banks and service/product companies give credit to their customers?
A) they take the risk to make their businesses grow
B) they know for sure that the customers will pay
C) they like to lose money
D) they like to take risks
E) they do not take risks
  • 22. Why do negative credit references damage the credit records of a company?
A) because they are bad things about the feelings of the potential customer
B) because they give the idea to the potential creditor that they have a negative impression
C) because they translate the negative attitude of the potential customer to the potential creditor
D) because they say that no money is in their pockets and that they are poor.
E) because they limit the possibility of having someone taking a risk on them.
  • 23. Which is the main objective of a credit reference request?
A) to give positive references
B) to give negative references
C) to verify if the customer is interested in our company
D) to refer to the ideas of the potential customer
E) to ask for references
  • 24. Why should credit references be confidential?
A) because all other customers will ask for credits
B) because they are negative
C) because public news are of bad taste
D) because they are positive
E) because the client must not know what we referred about them
  • 25. In what credit letter do we state the terms and conditions of an authorized loan or credit line?
A) credit granting
B) credit denial
C) credit reference
D) credit application
E) credit reference request
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