Resale in a claim refusal may be appropriate in which of the following situations?

Resale in a claim refusal may be appropriate in which of the following situations?

a. to restate some of the benefits that led the reader to purchase the product in the first place
b. if you want the reader to continue to be a customer
c. if the resale doesn't sound so strong it might annoy an already unhappy customer
d. to rebuild the customer's confidence in the product
e. all of these

Answer: E

In explaining the reasons for a claim refusal, the writer should

In explaining the reasons for a claim refusal, the writer should

a. lecture the reader as to what he or she did wrong.
b. use personal language, such as you and your.
c. demand respect from the reader.
d. not appear to accept responsibility for the problem.
e. avoid explaining why the claim is being denied.

Answer: D

If you want to offer a compromise rather than reject a customer's claim, you should

If you want to offer a compromise rather than reject a customer's claim, you should

a. place it before or make it a part of the closing.
b. position the counteroffer in the first paragraph.
c. buffer the compromise within the middle paragraph.
d. mention the compromise before giving the bad news.
e. use a complex or compound sentence.

Answer: A

One reason to avoid refusing a claim in the first paragraph is that you

One reason to avoid refusing a claim in the first paragraph is that you

a. lack the spirit of reciprocity.
b. may lose the reader's goodwill.
c. leave a strong buffer to justify your decision
d. should use the direct organizational plan.
e. want to clarify your rationale immediately.

Answer: B

Your manager asks you to take his place at a monthly industry dinner Tuesday evening, but your in-laws arrive that night. You write a note refusing this request for

Your manager asks you to take his place at a monthly industry dinner Tuesday evening, but your in-laws arrive that night. You write a note refusing this request for

a. a routine favor and use the direct organizational plan.
b. a significant favor and use the indirect organizational plan.
c. a claim and use the indirect organizational plan.
d. an idea and use the direct organizational plan.
e. an adjustment request and use the direct organizational plan.

Answer: A

When you use the direct organizational plan in a message refusing a small favor, you should

When you use the direct organizational plan in a message refusing a small favor, you should

a. save the bad news for the final paragraph.
b. present the bad news without any introduction.
c. reciprocate to maintain the reader's future goodwill.
d. use a polite buffer and explain your rationale in a few words.
e. offer a brief, sincere apology in your first paragraph.

Answer: B

When refusing a request for a significant favor, you should

When refusing a request for a significant favor, you should

a. use the direct organizational approach.
b. write a routine response.
c. offer a buffer before saying no.
d. emphasize the negative news.
e. write in the spirit of reciprocity.

Answer: C

One general guideline for writing a message saying that you are not granting a routine favor is to

One general guideline for writing a message saying that you are not granting a routine favor is to

a. use the indirect organizational plan.
b. assume that the reader expects a negative response.
c. provide a lengthy list of reasons.
d. avoid offering any justification.
e. mention your refusal in the first paragraph.

Answer: E

Your manager asks you to take her place and prepare a speech for next Tuesday's community fund drive. Because your in-laws are arriving that night, you write a note refusing this request for

Your manager asks you to take her place and prepare a speech for next Tuesday's community fund drive. Because your in-laws are arriving that night, you write a note refusing this request for

a. a routine favor and use the direct organizational plan.
b. a significant favor and use the indirect organizational plan.
c. a claim and use the direct organizational plan.
d. an idea and use the direct organizational plan.
e. an adjustment and use the indirect organizational plan.

Answer: A

Rejecting someone's idea or proposal can be extremely challenging because

Rejecting someone's idea or proposal can be extremely challenging because

a. few form letters on which to model your letter exist.
b. you may also have to fire the employee for coming up with the idea or proposal.
c. the person probably has invested a considerable amount of time developing the idea.
d. you do not want the reader submitting any more ideas or proposals.
e. most employees have low self-esteem, which you want to delicately maintain.

Answer: C

All the following are true when you must reject a person's idea or proposal except:

All the following are true when you must reject a person's idea or proposal except:

a. Consider the energy and care with which the person generated the document.
b. Consider that the reader assumes the proposed idea is worthy.
c. Consider that the reader is unsure of the response.
d. Consider that the reader may personalize the negative response.
e. Consider that the individual probably did considerable research.

Answer: C

A key factor in offering a counterproposal is to

A key factor in offering a counterproposal is to

a. provide all the information the reader needs to follow through.
b. make it subtle.
c. make it brief.
d. offer cash incentives.
e. combine it with reinforcement of the action in the letter.

Answer: A

All of the following are problems to avoid when ending a bad-news message except

All of the following are problems to avoid when ending a bad-news message except

a. apologizing.
b. anticipating problems.
c. inviting needless communication.
d. sounding sincere, friendly, and helpful.
e. repeating a cliché.

Answer: D

One strategy you should not use when refusing a customer's claim is to

One strategy you should not use when refusing a customer's claim is to

a. include a neutral-sounding subject line.
b. write a pleasant, relevant opening.
c. invite further correspondence.
d. couch the bad news in impersonal language.
e. write a helpful, positive closing.

Answer: C

Of the following, the least effective way to end a bad-news message is to offer

Of the following, the least effective way to end a bad-news message is to offer

a. best wishes.
b. a counterproposal.
c. subtle sales promotion.
d. an apology.
e. alternative sources of assistance.

Answer: D

Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected?

Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected?

a. I hope you realize that no project such as the one you propose has ever been approved.
b. Your proposal will not be considered until you submit an accounting of all costs.
c. It is impossible to move ahead with your idea at this time because we lack the proper machinery.
d. I'm sincerely sorry, but we cannot give you the resources you need for this new project.
e. Once our budget allows for equipment upgrades, we will be to handle this type of project.

Answer: E

When using the indirect organizational plan, you can communicate the bad news by doing all of the following except

When using the indirect organizational plan, you can communicate the bad news by doing all of the following except

a. placing it in the middle of a paragraph.
b. including it in the same sentence with a reason.
c. introducing it after the words but and however.
d. stressing what you can do instead of what you can't do.
e. using impersonal wording to distance the reader from the news.

Answer: C

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?

a. Unfortunately, we are unable to use your project idea as submitted.
b. The company is cutting costs by postponing any new projects until next year.
c. Our company is unable to move ahead on new projects at this time.
d. According to company policy, no new projects may be initiated.
e. Thank you for your interesting idea, which is impossible to implement at this time.

Answer: A

Which of the following is the most effective closing paragraph in a bad-news message?

Which of the following is the most effective closing paragraph in a bad-news message?

a. You can order replacement paper trays from Computer Graveyard by calling 555-3391.
b. I'm truly sorry we can't replace your laser printer.
c. If you encounter further problems, please call me.
d. Feel free to call me if I can be of further assistance to you.
e. Be sure to place another order next month.

Answer: A

When conveying negative news, you should

When conveying negative news, you should

a. use but or however as a lead-in to introduce the bad news.
b. not apologize for conveying the bad news.
c. never imply the negative news.
d. use you and your to make the letter seem friendly.
e. be evasive to avoid hurting the reader's feelings.

Answer: C