Question 1

We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

Accepted Answer

A) True 
 B)False

Question 2

When abusive language is spoken, it's called ____________________.

Accepted Answer

The answer of When abusive language is spoken, it's called...

Question 3

Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

Accepted Answer

A)  We cannot ship your order until we receive your payment. 
B)  Your order will be canceled unless we receive your payment right away. 
C)  As soon as we receive your payment, we'll ship your order. 
D)  What are you, a deadbeat?

Question 4

Closing a bad-news message with a statement such as Visit our Web site soon for the best selection of our new fall styles uses ____________________ information or sales promotion to encourage the customer's continued patronage.

Accepted Answer

The answer of Closing a bad-news message with a statement...

Question 5

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n)____________________ clause.

Accepted Answer

The answer of One useful technique for reducing the pain...

Question 6

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

Accepted Answer

A) True 
 B)False

Question 7

Elliott has already written three letters to a customer whose account is now several months past due.His fourth letter to the customer should use a direct pattern.

Accepted Answer

A) True 
 B)False

Question 8

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker should be presented by itself in a short paragraph to ensure that it won't be overlooked.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following would not be included in the closing paragraph of a bad-news message?

Accepted Answer

A)  An alternative or compromise 
B)  Resale or sales promotion information 
C)  A standard phrase such as If you have any questions, please don't hesitate to call. 
D)  A reference to an enclosed coupon, certificate, or other freebie

Question 10

Select the best subject line for a memo delivering bad news to employees.

Accepted Answer

A)  Discontinuation of Free Parking 
B)  Change in Parking Benefit 
C)  Parking 
D)  Major Reduction in Parking Privileges

Question 11

What is the first thing most companies do for damage control when a problem arises?

Accepted Answer

A)  Consult the company's legal counsel 
B)  Call the individual involved, if possible 
C)  Write a letter to the individual involved 
D)  Ignore the problem if it is unlikely to happen again

Question 12

In announcing bad news, British writers tend to

Accepted Answer

A)  consider it disrespectful and impolite to report bad news to superiors. 
B)  use a similar approach to that of Americans. 
C)  be straightforward because they see no reason to soften the blow. 
D)  soften the message by including a buffer.

Question 13

When denying an application for employment, be as specific as possible about why the candidate was rejected.

Accepted Answer

A) True 
 B)False

Question 14

A company can be legally liable for statements sent by an employee in an e-mail message or an instant message through the company's computer system.

Accepted Answer

A) True 
 B)False

Question 15

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan.In what order should she organize her letter?

Accepted Answer

A)  Bad news, reasons, buffer, closing 
B)  Buffer, bad news, reasons, closing 
C)  Buffer, reasons, bad news, closing 
D)  Reasons, bad news, buffer, closing

Question 16

Bad things happen in all businesses that require the delivery of negative messages.

Accepted Answer

A) True 
 B)False

Question 17

To minimize disappointment, Americans generally prefer to present negative messages directly.

Accepted Answer

A) True 
 B)False

Question 18

Which is the most effective statement in a letter to a customer denying a claim?

Accepted Answer

A)  If you had followed the instructions, you wouldn't have overheated the battery pack. 
B)  You can purchase a replacement battery pack at a 20 percent discount. 
C)  Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse. 
D)  We apologize, but, unfortunately, we cannot replace your battery pack at this time.

Question 19

To be ethical, you should tell your supervisor any negative information, even if it the information is about trivial, noncriminal mistakes or one-time bad behaviors.

Accepted Answer

A) True 
 B)False

Question 20

To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.

Accepted Answer

A) True 
 B)False

Exam 9: Negative Messages

We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

When abusive language is spoken, it's called ____________________.

Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

Closing a bad-news message with a statement such as Visit our Web site soon for the best selection of our new fall styles uses ____________________ information or sales promotion to encourage the customer's continued patronage.

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n)____________________ clause.

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

Elliott has already written three letters to a customer whose account is now several months past due.His fourth letter to the customer should use a direct pattern.

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker should be presented by itself in a short paragraph to ensure that it won't be overlooked.

Which of the following would not be included in the closing paragraph of a bad-news message?

Select the best subject line for a memo delivering bad news to employees.

What is the first thing most companies do for damage control when a problem arises?

In announcing bad news, British writers tend to

When denying an application for employment, be as specific as possible about why the candidate was rejected.

A company can be legally liable for statements sent by an employee in an e-mail message or an instant message through the company's computer system.

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan.In what order should she organize her letter?

Bad things happen in all businesses that require the delivery of negative messages.

To minimize disappointment, Americans generally prefer to present negative messages directly.

Which is the most effective statement in a letter to a customer denying a claim?

To be ethical, you should tell your supervisor any negative information, even if it the information is about trivial, noncriminal mistakes or one-time bad behaviors.

To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.