Research shows that customers tell nearly ________ as many people about their bad experiences then they tell about their good experiences.
A) one-third
B) half
C) twice
D) five times
E) ten times
Ques. 2When communicating bad news to a customer, which of the following is most important in maintaining a positive relationship?
A) The company must correct all errors, if they are at fault.
B) The company must apologize whether or not they are at fault.
C) The company must avoid using buffer statements.
D) The company must avoid providing reasons for denying the request.
E) The company must use the direct approach so as not to waste the customer's time.
Ques. 3If you think the recipient will not be offended, what format is best for turning down an invitation or request?
A) Goodwill
B) Implicit
C) Direct
D) Persuasive
E) Indirect
Ques. 4When an extension on a deadline is needed, asking for the extension instead of demanding an accommodation for the delay _____.
A) will be perceived as a sign of weakness
B) will likely be seen as aggression
C) is never recommended
D) is more likely to generate goodwill and achieve a good business result
E) may lead to confusion and dishonesty
Ques. 5When denying a customer claim, what should the goal of the communication be?
A) To say no in clear terms
B) To explain how the customer is at fault
C) To encourage the sale of a more expensive item
D) To maintain goodwill
E) To use clear and concise language
Ques. 6When writing a communication to deny a customer claim, what can be done to help maintain a future relationship?
A) Providing a prompt response
B) Explaining how to prevent similar issues in the future
C) Use the word you frequently so the customer feels valued
D) Lead the message with a clear statement of the bad news
E) Helping the customer feel that the resolution was fair
Ques. 7What can be done to soften unexpected bad news?
A) It can be followed by reasons for the bad news.
B) It can be written using you language.
C) It can be implied, allowing the receiver to guess at the bad news.
D) It can be placed later in the message.
E) It can be apologized for.
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