Which of the following sentences presents the reason for denying a customer's request for credit most effectively?
A) Your request for credit has been denied.
B) Because you have not been employed for the past 15 months and have credit debts of over 4,000, we will not be able to grant you credit at this time.
C) Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner.
D) Your failure to meet our standards will not allow us to issue you a credit account.
Ques. 2When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide
A) whom or what to blame.
B) where and how to apologize.
C) how to invite further correspondence.
D) whether to use the direct or the indirect strategy.
Ques. 3Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing?
A) If you have any questions, Ryan, please do not hesitate to call me.
B) If you had the required five years' experience in social work, we could have included you in the final slate of candidates.
C) Again, Ryan, we truly regret being unable to offer you this position.
D) We wish you all the best in your job search.
Ques. 4The closing of a bad-news message may include all of the following except
A) anticipate future relations or business.
B) reference resale or promotional information.
C) include coupons, samples, or gifts.
D) a restatement of the bad news.
Ques. 5Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI Industries, usually donates. Which of the following most effectively implies the refusal?
A) BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.
B) Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year.
C) Although we cannot contribute this year, we may be able to next year.
D) Unfortunately, we are prevented from contributing this year, but we may be able to in the future.
Ques. 6You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?
A) We closed our restaurant on Sundays beginning last month.
B) Because few customers dine with us on Sundays, we decided to close our restaurant on this weekday.
C) Beginning last month, our restaurant was closed on Sundays.
D) Management decided that it must close our restaurant on Sundays.
Ques. 7All of the following are effective techniques for softening bad news except
A) suggesting a compromise or an alternative.
B) positioning the bad news at the beginning or end of a paragraph.
C) placing the bad news in a subordinate clause.
D) using passive-voice verbs.
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