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Question
Your response to a complaint depends on both your company's policies for resolving such issues and your assessment of whether the company, the customer, or some third party is at fault.A) True
B) False
Answer
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Related questions
Q:
Withholding __________ information or overemphasizing positive information is unethical and unfair to your reader.
Q:
To avoid being accused of defamation when you refuse an adjustment _____________
A) make all refusals by phone instead of in writing.
B) explain why you are making the refusal.
C) consult your company's legal department or an attorney if you think a message might have legal consequences.
D) all of the above.
Q:
A good way to de-emphasize bad news is to _____________
A) maximize the space devoted to it.
B) say, "I trust our decision is satisfactory."
C) avoid stating it and hope that the reader understands what you mean.
D) burying it in the middle of a sentence or paragraph.
Q:
Use the direct plan with a bad-news message if _____________
A) the message will have a great deal of personal impact on members of the audience.
B) when the reader prefers short messages.
C) an order is unfillable or portions of it must be back-ordered.
D) you are refusing to make an adjustment on a claim.
Q:
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.
A) True
B) False
Q:
In the close to a bad-news message, you repeat the bad news.
A) True
B) False
Q:
You should use the indirect plan if you want to present an image of firmness and strength.
A) True
B) False
Q:
You would use the direct plan for bad-news messages when the message has little or no personal impact on the audience.
A) True
B) False
Q:
When delivering bad news, you have only one goal: to maintain a good image for yourself.
A) True
B) False
Q:
When responding to a customer request for an adjustment, it is usually sensible to assume that _____________
A) the customer's account of the situation is truthful.
B) the customer's account of the situation is exaggerated.
C) the customer is hostile.
D) the customer is trying to pull a fast one.
Q:
In a positive message, the main idea is presented _____________
A) in the first sentence of the middle paragraph.
B) at the end of the middle paragraph.
C) right at the beginning of the letter.
D) in the last sentence of the letter.
Q:
If you request a recommendation from a person you haven't had contact with recently, you should _____________
A) use the opening of your letter to refresh the person's memory.
B) enclose a stamped, pre-addressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.
Q:
What is the primary difference between a feasibility report and a justification report?
Q:
Provide at least five examples of topical organization strategies for business reports.
Q:
List three common types of monitor/control reports.
Q:
You have been asked to help a company find ways to reduce the amount it spends on employee health and dental benefits. Write a purpose statement for the report that you will produce.
Q:
When conducting an interview, you use __________ questions to get the interviewee to offer an opinion and not just a yes-or-no answer.
Q:
__________ protection is initiated the moment the expression is put into fixed form.
Q:
__________ identify individual webpages that contain a specific work or phrase you"ve asked for.
Q:
A(n) __________ report is easier to organize than an analytical report because it simply provides nothing but facts.
Q:
What would be the median for the following set of monthly salaries: $1200, $1200, $1300, $1500, $1700, $2000, $2800?
A) $1200
B) $1500
C) $1671.43
D) $1700
Q:
A guideline to help you obtain valid and reliable survey results is ______________
A) don"t expect people to give you more than 10 or 15 minutes of their time.
B) give people plenty of time to research their answers.
C) ask all open ended questions because people like to talk about things they know.
D) ask people about specific dates in the past.
Q:
To overcome the shortcomings of search engines, _______________
A) choose one search engine and stick with it.
B) use web directories, online databases, and metasearch engines.
C) use long search phrases rather than short ones or single terms.
D) avoid Boolean operators.
Q:
Some external parties prepare a formal invitation to bid on their contracts, called _______________
A) an investigation report.
B) a request for proposal.
C) an alternate hypothesis report.
D) a request for project report.
Q:
In an unsolicited proposal, the writer ______________
A) might have to convince the audience that a problem exists.
B) uses the direct approach since it works best for unsolicited proposals.
C) uses a style approved by the company or the organization.
D) enumerates the client's options regarding such business decisions as product-line expansion.
Q:
Conclusions and recommendations are stated at the beginning of a report _____________
A) if readers are likely to be receptive or open-minded.
B) if the indirect format is being used.
C) if the report is analytical.
D) never.
Q:
The longer the message, the more effective the indirect approach is likely to be.
A) True
B) False
Q:
If the audience for your sales letter promoting a new security system is made up of affluent suburbanites, the consumer benefit you would most want to emphasize in your letter is _____________A) the reliability of the system when protecting the consumer's property.B) the low cost.C) the attractive appearance of the device.D) easy, do-it-yourself installation.
Q:
Explain how to balance emotional appeals and logical appeals to persuade an audience.
Q:
Briefly explain the difference between selling points and benefits, and then give an example of each.