Question 1

Which of the following phrases is best to begin an indirect claim message?

Accepted Answer

A)   Please refer to my unfulfilled order dated May 1 about…
B)   We appreciate the prompt handling of our order…
C)   I received the shipment that was sent on August 24…
D)   I was very disappointed to see that seven of the Weldon China sets received were broken…
E)   Your inefficiency and carelessness in packing has caused the damage of…

Question 2

Briefly describe how one should develop a strategy while refusing a request.

Accepted Answer

Finding a fair and reasonable explanatio...

Question 3

In the context of writing indirect claims, if a writer is completely in the right, he or she can use hostile or defensive language to firmly establish his or her case.

Accepted Answer

A) True 
 B)False

Question 4

Explain the role of a strategic buffer in a bad-news message.

Accepted Answer

Indirect messages presenting bad news of...

Question 5

Describe how a strategy is developed when writing adjustment refusals.

Accepted Answer

The primary difference between an adjust...

Question 6

In a bad-news message, a buffer does not explicitly indicate that negative news is coming.

Accepted Answer

A) True 
 B)False

Question 7

Select the most appropriate sentence or phrase to end an indirect claim message concerning a defective product.

Accepted Answer

A)   Thank you in advance.
B)   Please grant this claim.
C)   You have no choice but to repair the product.
D)   Please send us a replacement before Monday.
E)   You are responsible for the damages, so you must repair the defective product.

Question 8

A good strategy to set up an adjustment refusal is to avoid beginning on a point of common agreement.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following best exemplifies how a sentence should be structured when delivering negative news?

Accepted Answer

A)   The AC was damaged due to fluctuation in power supply, so we cannot help you with any repair costs.
B)   You apparently did not read the instructions, so it is not our fault that your product was damaged.
C)   It is your responsibility to read the terms and conditions before purchasing a product.
D)   The product you bought did not have a warranty, so we cannot repair it without payment.
E)   We cannot make a refund, but you may choose another product from our website.

Question 10

Which of the following is most appropriate when denying credit to a customer?

Accepted Answer

A)   Because your credit score is 550 (700 is required) , a credit payment is not an option; however, you may pay with cash.
B)   A good credit score is important if you don't want to pay with cash.
C)   Because of your bad credit rating, you will not be allowed to pay by credit.
D)   We are denying your request to pay by credit.
E)   You must pay with cash, as it is against company policy to give credit to people with a poor credit rating.

Question 11

Unlike the other bad-news messages, you should end an adjustment refusal on a negative note.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is true of writing negative announcements that maintain goodwill?

Accepted Answer

A)   As your reader is likely to be disappointed, you must write your announcement in the direct order.
B)   You should begin your message positively despite the risk of misleading your readers.
C)   You should not attempt to help solve the problem that the negative news may have created for your reader.
D)   You should end your announcement with a well-written apology.
E)   When making a negative announcement, your first step should be to determine your overall strategy.

Question 13

One of the ways to take the sting out of bad news is to link it with a reader benefit.

Accepted Answer

A) True 
 B)False

Question 14

One must clearly express personal disappointment in an indirect claim message.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is the most appropriate phrase to use in a message refusing a request?

Accepted Answer

A)   We cannot permit…
B)   Although we would like to, we cannot permit…
C)   For these reasons, what we can do is…
D)   We deeply regret to inform you…
E)   We are sorry to say that…

Question 16

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

Accepted Answer

A)   We're sorry for the inconvenience…
B)   If only you had…
C)   We must refuse…
D)   I regret to inform you…
E)   Company policy states that…

Question 17

Opening a message directly with the news that one is refusing the reader's request builds goodwill.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is the first step to be taken when drafting your claim message?

Accepted Answer

A)   Create a positive-friendly but firm goodwill statement.
B)   Directly present the claim.
C)   Identify the situation and lead into the problem.
D)   Seek immediate corrective action.
E)   Present an elaborate account of the facts to permit a favorable decision.

Question 19

Which of the following should you avoid when selecting a strategy for announcing negative news?

Accepted Answer

A)   Cementing your effort to cover the matter positively
B)   Choosing a strategy that prepares your reader to accept the bad news
C)   Leaving your reader with the feeling that you have considered his or her interests despite the negative announcement
D)   Selecting a strategy that will set up or begin the explanation that justifies the announcement
E)   Informing your reader about the negative news in a blunt, direct, and honest manner

Question 20

When refusing a request, one must begin the message with a buffer that sets up the discussion.

Accepted Answer

A) True 
 B)False

Exam 6: Writing Bad-News Messages

Which of the following is the most appropriate phrase to use in a message refusing a request?

Correct AnswerverifiedShow Answer

One must clearly express personal disappointment in an indirect claim message.

Correct AnswerverifiedShow Answer

Unlike the other bad-news messages, you should end an adjustment refusal on a negative note.

Correct AnswerverifiedShow Answer

When refusing a request, one must begin the message with a buffer that sets up the discussion.

Correct AnswerverifiedShow Answer

A good strategy to set up an adjustment refusal is to avoid beginning on a point of common agreement.

Correct AnswerverifiedShow Answer

Which of the following is true of writing negative announcements that maintain goodwill?

Correct AnswerverifiedShow Answer

Which of the following phrases is best to begin an indirect claim message?

Correct AnswerverifiedShow Answer

Explain the role of a strategic buffer in a bad-news message.

Correct AnswerverifiedIndirect messages presenting bad news of...View AnswerShow Answer

In the context of writing indirect claims, if a writer is completely in the right, he or she can use hostile or defensive language to firmly establish his or her case.

Correct AnswerverifiedShow Answer

In a bad-news message, a buffer does not explicitly indicate that negative news is coming.

Correct AnswerverifiedShow Answer

Which of the following is most appropriate when denying credit to a customer?

Correct AnswerverifiedShow Answer

Which of the following best exemplifies how a sentence should be structured when delivering negative news?

Correct AnswerverifiedShow Answer

Briefly describe how one should develop a strategy while refusing a request.

Correct AnswerverifiedFinding a fair and reasonable explanatio...View AnswerShow Answer

One of the ways to take the sting out of bad news is to link it with a reader benefit.

Correct AnswerverifiedShow Answer

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

Correct AnswerverifiedShow Answer

Which of the following should you avoid when selecting a strategy for announcing negative news?

Correct AnswerverifiedShow Answer

Describe how a strategy is developed when writing adjustment refusals.

Correct AnswerverifiedThe primary difference between an adjust...View AnswerShow Answer

Select the most appropriate sentence or phrase to end an indirect claim message concerning a defective product.

Correct AnswerverifiedShow Answer

Which of the following is the first step to be taken when drafting your claim message?

Correct AnswerverifiedShow Answer

Opening a message directly with the news that one is refusing the reader's request builds goodwill.

Correct AnswerverifiedShow Answer

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Indirect messages presenting bad news of...
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Finding a fair and reasonable explanatio...
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The primary difference between an adjust...
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