In a credit refusal message, your main purpose is to state the refusal tactfully, yet in a way that encourages the receiver to do business with you on a cash basis.
Indicate whether the statement is true or false
Ques. 2The final sentence in a refusal claim message should focus on:
a. future business with the customer.
b. asking the recipient to call if he or she has further questions.
c. an apology for having to refuse the claim.
d. an offer to review the claim at a later time.
Ques. 3Since tone is important in a claim refusal, what should the sender strive to do?
a. State the reason for the refusal objectively and positively.
b. Cast blame or judgment on the customer.
c. State what the receiver should have done to avoid the problem.
d. Enforce the company's policy.
Ques. 4Inductive writing style begins with a buffer, includes the reasons for the refusal, states the refusal or bad news, offers a counterproposal or silver lining idea if warranted, and ends with a desire to continue the relationship.
Indicate whether the statement is true or false
Ques. 5Messages that refuse a favor, an action, or a donation require:
a. the inductive writing approach.
b. the deductive writing approach.
c. the positive writing approach.
d. the negative writing approach.
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