Question 1

Your focus when closing an adjustment refusal is to

Accepted Answer

A)   apologize to the reader.
B)   reiterate the bad news.
C)   move beyond the bad news toward future business.
D)   refuse the reader's request for adjustment.
E)   promote your company's products.

Question 2

A good strategy to set up an adjustment refusal is to begin on a point of disagreement.

Accepted Answer

A) True 
 B)False

Question 3

Describe the outline for the general plan for the indirect approach to refused requests.

Accepted Answer

The outline for a refused request has th...

Question 4

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 allow...
C)   For these reasons,what we can do is...
D)   We deeply regret to inform you...
E)   We are sorry to say that...

Question 5

Which of the following is the best strategy to set up negative news in an indirect order message?

Accepted Answer

A)   You should explain the fairness of a certain action.
B)   You should present your reasoning after delivering the negative news.
C)   You should deliver the negative news without giving an explanation.
D)   You should bluntly explain where the reader went wrong.
E)   You should avoid offering an alternative solution to the reader.

Question 6

In an adjustment refusal,your refusal

Accepted Answer

A)   should be the logical result of your explanation.
B)   should explain exactly what the reader did wrong.
C)   must contain an apology.
D)   should note that the reader is being reasonable in the request.
E)   needs to use exceptionally positive language.

Question 7

Which of the following is a good strategy to use when delivering bad-news messages?

Accepted Answer

A)   Avoid offering an alternative solution for regular customers.
B)   Show that your reasons for the negative decision will benefit the reader.
C)   Directly tell your readers where they went wrong and what led you to refuse their request.
D)   Deliver the message without any explanation or reasoning.
E)   Emphasize the main negative point to ensure that your reader understands your intentions.

Question 8

A preliminary explanation in a bad-news message does not cushion the shock of bad news.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following would be a good buffer statement for an indirect bad-news message?

Accepted Answer

A)   If you had read the instructions,you would have noticed that electric heaters should not be left unattended.
B)   You were absolutely correct to contact us,and I would love to help you!
C)   Thank you for notifying us of the problem you have experienced with your electric heater.
D)   I am positive we can find a way to help you.
E)   I am afraid that I must share some bad news.

Question 10

Which of the following statements about adjustment refusals is true?

Accepted Answer

A)   They are made in response to requests for donations of time or materials.
B)   They are made when you have no guidelines for refusal.
C)   They are made when facts require that you deny a claim.
D)   They are usually made in response to legitimate claims.
E)   They are typically positive messages.

Question 11

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

Accepted Answer

A)   Because your credit score is 620 (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 12

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

Accepted Answer

A)   Refusal of your April 7 claim…
B)   Why your April 7 claim is not justified…
C)   The facts concerning your request for adjustment are unclear at…
D)   Requests for adjustment at this time…
E)   Your April 7 request for adjustment…

Question 13

Companies usually have clear and reasonable guidelines for what constitutes a legitimate adjustment request.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following should be used to close an adjustment refusal message?

Accepted Answer

A)   an appropriate,positive comment
B)   an apology restating your inability to grant the adjustment
C)   a reference to the facts related to the problem
D)   a brief account of the reader's mistakes
E)   a statement claiming no one is at fault

Question 15

When writing adjustment refusals,how should one refuse positively and close courteously?

Accepted Answer

As in other refusal messages,your refusa...

Question 16

Unlike other refusal messages,an adjustment refusal does not begin with a buffer.

Accepted Answer

A) True 
 B)False

Question 17

You should write a bad-news message in a way that will help the reader accept the news as positively as possible.

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

Indirect messages presenting bad news of...

Question 19

What are the two primary goals of a refused request?

Accepted Answer

A)   to present the bad news and maintain goodwill
B)   to convey the bad news and convince readers that they are at fault
C)   to avoid presenting the bad news and be positive
D)   to ignore the bad news and present an alternative solution
E)   to apologize and present an alternative solution

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 9: Writing Bad-News Messages

Which of the following would be a good buffer statement for an indirect bad-news message?

Correct AnswerverifiedShow Answer

Describe the outline for the general plan for the indirect approach to refused requests.

Correct AnswerverifiedThe outline for a refused request has th...View AnswerShow Answer

A good strategy to set up an adjustment refusal is to begin on a point of disagreement.

Correct AnswerverifiedShow Answer

When writing adjustment refusals,how should one refuse positively and close courteously?

Correct AnswerverifiedAs in other refusal messages,your refusa...View AnswerShow Answer

Unlike other refusal messages,an adjustment refusal does not begin with a buffer.

Correct AnswerverifiedShow Answer

Your focus when closing an adjustment refusal is to

Correct AnswerverifiedShow Answer

A preliminary explanation in a bad-news message does not cushion the shock of bad news.

Correct AnswerverifiedShow Answer

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

In an adjustment refusal,your refusal

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following should be used to close an adjustment refusal message?

Correct AnswerverifiedShow Answer

Which of the following statements about adjustment refusals is true?

Correct AnswerverifiedShow Answer

You should write a bad-news message in a way that will help the reader accept the news as positively as possible.

Correct AnswerverifiedShow Answer

Which of the following is a good strategy to use when delivering bad-news messages?

Correct AnswerverifiedShow Answer

Companies usually have clear and reasonable guidelines for what constitutes a legitimate adjustment request.

Correct AnswerverifiedShow Answer

What are the two primary goals of a refused request?

Correct AnswerverifiedShow Answer

Which of the following is the best strategy to set up negative news in an indirect order 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 a bad-news message,a buffer does not explicitly indicate that negative news is coming.

Correct AnswerverifiedShow Answer

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The outline for a refused request has th...
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As in other refusal messages,your refusa...
View Answer

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Correct Answer
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Indirect messages presenting bad news of...
View Answer

Correct Answer
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