To whom it may concern:

Subject: Information on Request

We were sad to see you sent in a letter complaining about your defective car stereo

system’s warranty. Let me explain our policy regarding warranties. We normally honor
warranties only from the date of purchase; however, because your situation is special,

we will have to comply with your request. My supervisor has agreed to replace your
unit for free.

Choose the best revision for the salutation.

Dear Mr. Enriquez:

Mr. Enriquez:

Dear Sir:

Points: 1/1

Explanation: Close Explanation

“Dear Mr. Enriquez:” would be the best revision for the salutation because it addresses the recipient in a direct and respectful manner.

What advice would you give to the author of the above message?

Give readers the good news immediately.

Save the good news until the end to build anticipation

Use a comma after the greeting to be more friendly.

Points: 1/1

Explanation: Close Explanation

Adjustment letters that comply with customer requests should be positive to maintain the customer’s goodwill. Readers want to learn of the
good news immediately. Don’t begin with a negative statement, and be sure to use an enthusiastic, not grudging, tone.

Apologies are sometimes included in adjustment letters as a gesture of goodwill.

Determine if the following apology is appropriate.

“We apologize for the extra effort we have caused you to put into fixing our mistake.”

Appropriate

Inappropriate