Which of the following would be the BEST closing sentence in a bad-news message?
a. We understand your disappointment in this decision.
b. Please do not hesitate to contact us again if you have any further questions.
c. To see the video that discusses our two newest investment offers, just phone us at 555-1616 to request your copy.
d. We trust you will continue to rely on Carson products in spite of this present difficult situation.
Ques. 2Which sentence is a good example of a buffer for a bad news message?
a. Your letter dated April 14 has been referred to me for reply.
b. I can understand how you felt when you had to pay 168.
c. Your credit application was reviewed by two loan officers.
d. Your claim has been denied, but let us explain why.
Ques. 3Which of the following is NOT recommended within the final sentence of a bad-news message?
a. Tactful restatement of the refusal
b. Sales promotional material
c. Some future aspect of the business relationship
d. An expression of willingness to assist in some other way
Ques. 4Which of the following is the BEST negative reply to a request for a favor?
a. Thank you for asking me to speak at your meeting, but I will not be able to attend.
b. Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference.
c. Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless.
d. I find my schedule is as impossible as ever; I must be doing something wrong with my priorities.
Ques. 5An effective counterproposal
a. can eliminate the need to state the refusal directly.
b. may represent a tangible benefit to the reader.
c. may not always be possible.
d. All of the above.
Ques. 6A counterproposal
a. is unnecessary if you have stated your refusal tactfully.
b. weakens your refusal by implying that you are not able to enforce your decision.
c. is an alternative to the action requested that helps preserve your future relationship with the receiver.
d. should precede the refusal.
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