Multiple Choice
When refusing claims, you should ________.
A) use the direct approach in most such instances
B) maintain a personal and intimate tone to build rapport
C) apologize sincerely for the negative answer
D) emphasize your continued desire for a positive relationship with the customer
Correct Answer:
Verified
Correct Answer:
Verified
Q112: The purpose of using the indirect approach
Q113: When a bad-news message gives the bad
Q114: You should always apologize when delivering bad
Q115: Which of the following is NOT a
Q116: Which of the following is TRUE about
Q118: The _ approach to organizing negative messages
Q119: Direct messages take less time for you
Q120: If you have legitimate reasons to refuse
Q121: When using the indirect approach to organize
Q122: A good buffer _.<br>A) diverts attention from