Question

Which of the following is NOT a goal when writing adjustment messages?

A) To gain the confidence of the customer.
B) To verify the honesty of the customer's claim.
C) To rectify the wrong.
D) To promote future business and goodwill.

Answer 1

The objective of verifying the honesty of the customer's claim is NOT a goal when writing adjustment messages, as it could be viewed as confrontational. The goals include gaining the customer's confidence, correcting the issue, and promoting future business and goodwill.

Step-by-step explanation:

The question, Which of the following is NOT a goal when writing adjustment messages? relates to the objectives behind crafting messages intended to address a customer's complaint or issue. When writing adjustment messages, there are several goals that businesses typically aim to achieve: A) To gain the confidence of the customer, C) To rectify the wrong, and D) To promote future business and goodwill. These are all constructive objectives aimed at resolving the problem and maintaining a good relationship with the customer. However, B) To verify the honesty of the customer's claim is NOT typically a goal when writing such messages. Doing so could come across as confrontational and could undermine confidence and goodwill.

From a business perspective, reassurance for a possible buyer with imperfect information could involve thorough product descriptions, transparent customer reviews, and guarantees or warranty provisions. This kind of transparency is intended to present the company in the best light, which aligns with the purpose of adjustment messages—to assure and retain customers by addressing their concerns positively.