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Question
Remember that the report close is your last chance to convince the reader, so it is okay to introduce new facts if these help your case. Discuss.Answer
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B) explain why you are making the refusal.
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A good way to de-emphasize bad news is to _____________
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B) when the reader prefers short messages.
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D) you are refusing to make an adjustment on a claim.
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When refusing a routine request, it's a good idea to imply that other assistance or information might be available, even if it isn"t, in an attempt to calm the customer.
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B) False
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In the close to a bad-news message, you repeat the bad news.
A) True
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You should use the indirect plan if you want to present an image of firmness and strength.
A) True
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You would use the direct plan for bad-news messages when the message has little or no personal impact on the audience.
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When delivering bad news, you have only one goal: to maintain a good image for yourself.
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The longer the message, the more effective the indirect approach is likely to be.
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Briefly explain the difference between selling points and benefits, and then give an example of each.