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Question
If a customer requesting an adjustment is at fault for the problem, the one thing you should not do is
A) refuse the claim.
B) refuse the claim, and politely point out the customer's mistake.
C) honor the claim, and politely point out the customer's mistake.
D) honor the claim grudgingly and show your resentment
Answer
This answer is hidden. It contains 179 characters.
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One way to deemphasize bad news is to embed it in the middle of a(n) ________.
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When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.
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C) not get too caught up in trying to preserve a good relationship with the employee.
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Using the indirect approach, the negative news comes
A) immediately after the buffer.
B) immediately before the reasons.
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D) at the very end.
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One way to be tactful when giving your reasons for bad news is to
A) explain why the decision is good for you and your company.
B) highlight, if possible, how your negative decision benefits the recipient.
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In the reasons section of a negative message, you should
A) present enough detail to make your conclusion compelling.
B) explain what your decision is before you explain why you have reached it.
C) apologize for the negative decision.
D) do all of the above.