1.

Complaint letters are often made by the buyers or customers because of several problems,
except (answer C)
a. Late delivery
b. Wrong goods
c. Excellent service
d. Poor quality

2. When recounting a bad experience, we use ___ sentences in our writing (answer B)
a. Present
b. Past
c. Future
d. Simple

3. Which phrase used in adjustment letters that means “apology for the fault”? (answer B)
a. We look forward to receive your further order
b. We really regret to hear about the broken laptops
c. This was caused because of an unexpected malfunction
d. We understand how frustrating it can be when the expectations are not met

4. What phrase can we use when we want to acknowledge the customer about the receipt of a
complaint letter (answer A)
a. Thank you for your letter of April 19
b. We assure you that this kind of inconvenience will never happen again
c. We have dispatched new items
d. I regret to inform you that we cannot take responsibility of this occurrence

5. ___ is a letter sent buy the seller to remind the buyer about an overdue invoice (answer B)
a. Personal letter
b. Complaint letter
c. Adjustment letter
d. Collection letter

6. “We do not appear to receive any reply to the letter that we sent of January 17, 2021 for the
payment of Rp. 12.500.000 that still owes in your account,” is an opening of (answer B)
a. First collection letter
b. Second collection letter
c. Third collection letter
d. Fourth collection letter

7. These following statements below are the conditions in sales contract, except (answer B)
a. The buyer can the take the goods, but its possession still belongs to the seller until
the purchase prices is paid in full
b. After the price is fully paid, the seller and the buyer can share the possession of the
goods
c. The seller can take the goods back if the buyer fails to fulfil their obligations
d. The payment of the goods is usually done in instalments

8. What is a repossession? (answer A)

 a. A clause that gives the seller the right to take the possession of the goods back if the
has default in payments
b. The details about what happens if the buyer is in default of obligation
c. The date by which the title should be transferred to the buyer after the goods is paid
in full
d. An additional interest that should be paid due to the delay of payment

9. If you are sending a thank you email, which phrase can you use? (answer C)
a. This is to invite you to join us at our company annual event
b. I am emailing you to say how are you
c. I would like to thank you for your inquiry email
d. Please give me an answer at your earliest convenience
10.

What indicates by number 3 in the picture above? (answer D)

a. Greeting
b. Closing
c. Subject
d. Body
11. How many parts does a complaint letter how? What are they?
12. Please match these parts of adjustment letter and the phrases

Part of Adjustment Letter Phrases

 Apology for error or fault
 Accepting a complaint
 Acknowledging the receipt of a
complaint letter
 Explanation of the fault
 Assurance
 Replacement of goods
 A concluding statement aiming at
retaining a good will
 Thank you for your letter of April 19
 We assure you that this will not happen
again
 This was caused by an unexpected mal
function
 I would like to apologize for the error
made by company
 We have dispatched the new items
 We agree that the usual standard of our
products were not met in this instance
 We look forward to your further order
and to serving you again

13. What is the purpose of writing a collection letter?

14. What is a sales contract?
15. What is an email?
Writing a complaint letter

You are an owner of Tanam Tanam Ubi Clothing Store Purwakarta. You ordered 50 pieces of Tye
Dye shirt, 50 pieces of Rainbow shirt, and 50 pieces of metallic shirt from PT Ga Perlu Dibajak
Bandung, but you have not received the goods yet. You are writing a letter to complain about
this matter. State that your store has always been a loyal customer in Tanam Tanam Ubi Clothing
Store and tell them that you them to send the goods immediately or refund your money back.

Writing a collection letter

You are an administration staff at Jakarta Public Library. A member named Mrs Kalyani Sri has
not paid the membership fee for 4 months. Please write politely and ask for the for months
payment of Rp. 60.000 per month