Chap 7 (P2)

Positive phrasing is important in bad-news messages because it _______.

• keeps the reader in a receptive mood

• describes what you can do instead of what you can't

• often sounds more sincere

• accomplishes all of these

Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI Industries, usually donates. Which of the following cushions the bad news by implying the refusal?

• BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.

• Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year.

• Although we cannot contribute this year, we may be able to next year.

• Unfortunately, we are prevented from contributing this year, but we may be able to in the future.

The closing of a bad-news message should be personalized and may include a forward look, resale information, a sales promotion, or _______.

• a neutral statement such as 'thank you for your business'

• freebies

• a restatement of company policy

• a summary of the bad news

Kiara must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following closings is recommended for a bad-news message?

• If you have any questions, Ryan, please do not hesitate to call me.

• If you had the required five years' experience in social work, we could have included you in the final slate of candidates.

• Again, Ryan, we truly regret being unable to offer you this position.

• We wish you all the best in your job search.

When you must refuse typical requests, you should first think about how the receiver will react to your refusal and decide _______.

• whom or what to blame

• where and how to apologize

• how to invite further correspondence

• whether to use the direct or the indirect strategy

Which of the following sentences presents the reason for denying a customer's request for credit in a way that de-emphasizes the bad news?

• Your request for credit has been denied.

• Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not be able to grant you credit at this time.

• Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner.

• Your failure to meet our standards will not allow us to issue you a credit account.

You can soften the blow of the bad news in refusing a typical request or claim by _______.

• emphasizing the bad news

• using the active voice

• implying the refusal

• accentuating the negative

Which of the following presents the bad news in a message refusing a customer's claim by de-emphasizing the bad news?

• We are sorry that we cannot give you a full refund for your DVD player.

• Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.

• The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your DVD player.

• Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.

When calling a customer by phone to address a problem or disappointment, you should describe the problem and apologize, offer an explanation and resolution, and _______.

• follow up with a written message that documents the phone call and promotes goodwill

• suggest a face-to-face meeting to resolve any remaining issues

• come to an agreement on a refund or compensation

• provide resale information or promote products and services

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and _______.

• to promote good relations

• to denote your leadership rank

• to persuade the receiver to follow your recommendations

• to allow you to identify your organization and position