1. Which of the following would be a good way to present a refusal to a coustomer's for reimbursement?
- I have to refuse your request
-refound are avilable only when the defective product has been returned.
-I regrwt to inform you that we must deny your request.
-Because you fialed to notify us in the time, you request cannot be fulfilled.
-Refounds are only avialable to customers who return the defective item, which ypou have failed to do.
2- Which of following should you dom when making your case for refusal?
- Be sure to use negative wording.
- State your refusal using plan language
- Apologize profusely for being unable to accomodate the reader's request.
-point out that the customer damaged the item.
-Explain your company relevant policy
3- To leave your reader with a feeling for a goodwill, you should:
- hide the negative elements.
-express yourself in a frank and blunt manner.
-divulige the details of thev process used to arrive at the decision.
-ask the reader to find alternative solutiuon.
-make a comment that is positive and relevant to your topic.
4- Negative announcement generally follow the:
- unlimited plan for structuring the massage.
-adjusment plan for structuring the massage.
-direct plan for ....etc.
-limited plan for.....etc.
-Indirect plan for.....etc.
5. Which of the following statatments about creating a buffer for a negative announcement is true?
-You should choose whichever opition will most likely prepare your readers to accept the comming bad news.
-You must include information justifiying your bad news.
-You should being by apologizing....etc.
- You must compliment your readers to set a positive tone.
-You should clearly state exactly what the bad news is.
7- The use of buffer in a negative message indicate:
-the writer's unwillingness to offer an alternative solution.
-the wirter will give a direct delivery of the bad news without explaination
-The writer is not trying to cushion the bad news.
-the writer's consideration for the feelings of the reader.
- The writer frank and blunt manner of expressing news.
8- The likelyhood the negative news will be received positively is highst when:
-you put the bad news across in a frank and blunt manner.
-You use the direct approach to organize the information.
-you state the bad news first in the massage.
-you precede the vbad news with an explaination.
-You aviod using a buffer in your message.
9. Which of the following is a powerful strategy for maintaining goodwill while presenting bad news?
-convying the massage after the reader has gathered the news.
-taking the time to provide an alternative sloution to the reader.
-trying to buffer the bad news by concealing the truth.
-using a forward- looking note with promotional material and an apology.
-deliviring the massage through a third party.