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Reading a reply to a letter of complaint
By Jenny Chung Wing Yu
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Last updated about 5 years ago
13 questions
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Question 1
1.
The aims of a reply to a letter of complaint:
(You can choose more than one.)
A. To make the problem more serious
B. To resolve the situation
C. To maintain good business
D. To clarify misunderstanding
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The letter on the right is
a letter to complaint
from Golden Computer Arcade.
The letter on the left is
a reply letter to the complaint
written by E-Resources Ltd.
Read the letter on the left and answer questions below.
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Question 2
2.
What is the
main idea
of paragraph 1?
A. To acknowledge that the complaint regarding the defective disks has been received
B. To discuss action taken and findings related to the suppliers
C. Make decision to apologize for the inconvenience caused
D. Restate the company's vision and make compensation
Question 3
3.
What is the
main idea
of paragraph 2?
A. To acknowledge that the complaint regarding the defective disks has been received
B. To discuss action taken and findings related to the suppliers
C. Make decision to apologize for the inconvenience caused
D. Restate the company's vision and make compensation
Question 4
4.
What is the
main idea
of paragraph 3?
A. To acknowledge that the complaint regarding the defective disks has been received
B. To discuss action taken and findings related to the suppliers
C. Make decision to apologize for the inconvenience caused
D. Restate the company's vision and make compensation
Question 5
5.
What is the
main idea
of paragraph 4?
A. To acknowledge that the complaint regarding the defective disks has been received
B. To discuss action taken and findings related to the suppliers
C. Make decision to apologize for the inconvenience caused
D. Restate the company's vision and make compensation
Question 6
6.
1. How has the writer made reference to the letter he received?
A. Say something rude
B. Say that the compainant is being unreasonable
C. Say thank you to the writer of the letter he received
D. Say thank you for delivering the letter to the company
Question 7
7.
2. Expressions of showing appreciation for complaint made:
(You can choose more than one.)
A. Thank you for bringing the matter to my attention.
B. Thank you for your letter dated _____ regarding
(the issue)
.
C. Thank you for your comments on how poor our products are.
D. I am writing to express my concerns about ________.
Question 8
8.
3. Expressions showing the writer’s sympathy
(You can choose more than one.)
A. I am very sorry that...
B. You are very unlucky to have encountered such problem...
D. ...it is unfortunate that...
Question 9
9.
4. Express apology:
A. You should say sorry...
B. I really must apologize for the inconvenience you have been caused.
C. I do not think we are in a position to say sorry.
Question 10
10.
5. Emphasize service and mission:
A. Our products must bring you the most satisfaction.
B. Unlike what you said, the products should be 100% fantastic!
C. We take ... seriously...
D. It is our belief that...
Question 11
11.
A. We are sorry to hear that you are unhappy with your purchase...as a gesture of goodwill, I am enclosing a voucher for $500
B. I think you must love money, so we have decided to bring you some.
C. We don't ususally make customers unhappy, but we are sorry to make you feel that way. We hope you won't sue us.
Question 12
12.
Question 13
13.
