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| 1 | |
The direct approach is warranted for communicating negative news when: |
| | A) | the negative news is likely to shock the reader and needs to be cushioned. |
| | B) | the writer does not know the reader well. |
| | C) | the writer's negative answer will be accepted routinely. |
| | D) | the negative news will be received more positively when an explanation precedes it. |
| | E) | the reader is likely to resist the news. |
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| 2 | |
A buffer in an indirect order bad-news message should: |
| | A) | not be worded in a positive manner. |
| | B) | not indicate that negative news is coming. |
| | C) | not identify the subject of the message. |
| | D) | raise the reader's hopes that he or she is about to receive good news. |
| | E) | present the bad news in a frank manner. |
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| 3 | |
In an indirect-order bad-news message, which of the following elements should follow the buffer? |
| | A) | A note thanking the reader for writing in or for being a valued customer |
| | B) | The reason for the bad news |
| | C) | The negative news itself |
| | D) | An acknowledgement of the receipt of the reader's earlier message |
| | E) | A forward-looking conclusion to the message |
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| 4 | |
Which of the following is a technique for providing bad news positively? |
| | A) | Always end with a sincere apology. |
| | B) | Present your reasoning in first and third person. |
| | C) | Use as many words as possible when presenting the bad news. |
| | D) | Apologize using phrases such as "I deeply regret to inform you." |
| | E) | Use words like refuse, will not, and cannot to convey the message clearly. |
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| 5 | |
A bad-news message using the indirect approach should end with a(n): |
| | A) | reiteration of the bad news. |
| | B) | explanation or justification for the news. |
| | C) | sincere apology. |
| | D) | forward-looking note. |
| | E) | strategic buffer. |
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| 6 | |
Which of the following is a guideline for using tact and courtesy in refusals of requests? |
| | A) | State the refusal explicitly by using words such as "I refuse," and "I will not." |
| | B) | Place the refusal in a position of emphasis, such as paragraph endings. |
| | C) | Always use the direct method for refusing requests. |
| | D) | Close the refusal with a sincere apology. |
| | E) | When stating the refusal, use as few words as possible. |
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| 7 | |
Which of the following is a guideline for composing tactful, yet clear, claim messages using an indirect approach? |
| | A) | Avoid using passive language. |
| | B) | Focus as much as possible on your feelings. |
| | C) | Use the phrase "Thanking you in advance" to ensure compliance with your claim. |
| | D) | Close the message with a clear statement of the negative consequences of non-compliance. |
| | E) | Avoid the use of words such as complaint or disappointment when introducing the problem. |
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| 8 | |
Which of the following statements is the best closing statement for a claim message? |
| | A) | You must respond to my problem by May 22, or I will report you to the Better Business Bureau. |
| | B) | Based on this incident, it would be extremely difficult for me to recommend your business to others. |
| | C) | I look forward to getting a favorable response from you by the end of the month. |
| | D) | On account of my bad experience with your product, I demand a refund. |
| | E) | I am deeply disappointed with your product. |
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| 9 | |
Fred is a customer service executive at Alacrity Corp. He is in the process of composing a refusal to a customer's request to get a refund for a watch she had bought five months back. Which of the following statements will help him refuse the claim clearly and positively? |
| | A) | We cannot provide a refund if the product is returned after three months of purchase. |
| | B) | We regret to inform you that refunds are provided only if products are returned within three months of purchase. |
| | C) | We can provide a refund only if the product is returned within three months of purchase. |
| | D) | We're sorry, but you need to return the product within three months to claim a refund. |
| | E) | Since you failed to return the product within three months, you are not entitled to a refund. |
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| 10 | |
Which of the following statements is the best closing statement for a negative announcement? |
| | A) | We are confident that our valued customers will enjoy our brand new range of products. |
| | B) | Again, we are deeply sorry for the disappointment and inconvenience caused to our customers. |
| | C) | Please note that the new range will not be available for purchase till next year. |
| | D) | We hope that our valued customers will excuse our error and the inconvenience caused to them. |
| | E) | We know that this news has come as a shock to our customers. |
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