Question

Which of the following statements about routine messages called claims are correct?
Long-term relationships should be respected.
The purpose is to have the other company comply with your claim.
Emotional claims make the best impression.
Facts are less important than personal appeals

Answer 1

Correct: 1 and 2.

- Long-term relationships should be respected. — Correct. Claim messages should be polite and preserve the business relationship.
- The purpose is to have the other company comply with your claim. — Correct. The goal is to obtain a remedy (refund, replacement, correction, etc.).

Incorrect: 3 and 4.

- Emotional claims make the best impression. — Incorrect. Claims should be calm, clear, and professional, not emotional.
- Facts are less important than personal appeals. — Incorrect. Facts, documentation, and clear requests are central to an effective claim.