1. If you must refuse a request, you can make the refusal positive by
clearly stating what you can do.
using a phrase such as "I deeply regret to inform you..."
reinforcing the refusal in the closing.
focusing on why you can't do as requested.
pointing out the reader's role in the problem.
2. To leave your reader with a feeling of goodwill, you should
hide the negative elements of the bad news.
make a comment that is positive and relevant to your topic.
express yourself in a frank and blunt manner.
ask the reader to find an alternate solution.
divulge the details of the process used to arrive at the decision.
3. When you present the justification and bad news in a negative announcement, it is important that you ______, which is not something you typically need to do in other negative message situations.
use negative language
apologize to each individual reader
anticipate and cover potential reader questions
state that you know readers understand your point of view
be as vague as possible about your justifications
4. Which of the following statements about closing an adjustment refusal is true?
You must apologize for failing to make the adjustment.
You should not write about new products or services that may interest the reader.
You should reassert the refusal to ensure the reader clearly understands your message.
You may reinforce the message that you care about the reader's business.
You should limit the closing to a statement such as "Thank you for your business."
5. Luis's coffee company has to make a negative announcement to let customers know about an increase in the price of their drinks. Which of the following should Luis include in the announcement to help people feel better about the price increase?
a statement reminding readers that they will still get to enjoy exceptional service and quality coffee drinks made to order
a reminder that readers won't be able to find less-expensive coffee in any other coffee shop
an apology for the company's decision and a statement of the company's hope that the readers will continue to be customers
a statement that the rise in prices is due to customers who steal from the company by demanding remakes of drinks
a statement that readers are welcome to get their coffee elsewhere if they believe the new prices are too high
6. Which of the following statements about creating a buffer for a negative announcement is true?
You should clearly state exactly what the bad news is.
You must include information justifying your bad news.
You must compliment your reader to set a positive tone.
You should choose whichever option will most likely prepare your readers to accept the coming bad news.
You should begin by apologizing for the bad news you need to share.
7. When refusing requests, which of the following statements about the opening of the message is true?
The writer should begin the message with a buffer that sets up the discussion.
The writer should begin the message with a reference to alternative solutions.
The writer should explain the bad news immediately after delivering it.
The writer should deliver the bad news right away in second person.
The writer should explain the bad news with an emphasis on what cannot happen.
8. When making a negative announcement, you should use the indirect arrangement when you expect readers to be
excited and happy.
confused or pleased.
indifferent or curious.
surprised or angered.
neutral and understanding.
9. When presenting negative news, you should
avoid offering an alternative solution to the problem.
help the reader see the news objectively.
deliver the bad news at the end of the message.
be blunt when delivering the negative news.
use what are known as false positive statements to cushion the negative news.
10. Which of the following is a powerful strategy for maintaining goodwill while presenting bad news?
delivering the message through a third party
trying to buffer the bad news by concealing the truth
conveying the message after the reader has gathered the news from other sources
taking the time to provide an alternative solution to the reader
using a forward-looking note with promotional material and an apology
11. When refusing requests, the reasons for the refusal should have which qualities?
positive wording, sound logic, and convincing details
blunt wording, objective logic, and limited details
negative wording, subjective logic, and reasonable details
neutral wording, proper logic, and no details
subtle wording, subjective logic, and extensive details
12. Which of the following should you do when making your case for refusal?
Explain your company's relevant policy.
Point out that the customer damaged the item or otherwise failed to follow instructions.
State your refusal using plain language.
Apologize profusely for being unable to accommodate the reader's request.
Be sure to use negative wording to make your refusal clear.
13. In the context of writing bad-news messages, which of the following is true of a buffer?
A buffer refers to an opening that does not indicate that negative news is coming.
A buffer is used when a writer is using the direct approach of organizing information.
With the use of a buffer, negative news is conveyed frankly and bluntly.
A buffer is used as an expression of goodwill at the end of the message.
A buffer is used to give a brief summary of the entire message.
14. Florian, a customer relations specialist at a clothing company, is writing a letter refusing a customer request to replace, free of charge, a box of shirts that the customer spilled ink on. Which of the following is the best way for Florian to begin his letter?
He should begin his letter with a direct refusal.
He should begin his letter by suggesting that the customer's request is unreasonable.
He should begin his letter by stating that the customer caused the damage to the shirts.
He should begin his letter by apologizing to the customer, while offering no explanation or alternative.
He should begin his letter with a buffer that sets up the discussion.