Chapter 7 Quiz

Chapter 7 Quiz - Chapter 7 Quiz 1. Personal delivery of bad...

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Chapter 7 Quiz 1. Personal delivery of bad news has traditionally been the preferred medium since it signals the importance of the news and shows empathy for the recipient. a. True b. False 2. A refusal is best placed in the main clause of a complex sentence rather than in the dependent clause. a. True b. False 3. The best approach for refusing requests or communicating bad news is generally the deductive writing style. a. True b. False 4. Although the Fair Credit Reporting Act gives consumers rights in dealing with credit reporting agencies, it is the consumers’ responsibility to make sure that the information in their files is correct. a. True b. False 5. Inductive 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. a. True b. False 6. Delivering bad news electronically or by e-mail may result in ______________ a. the sender’s avoiding the discomfort of facing the recipient. b. careless writing that is tactless.
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c. writing that is unempathetic. d. All of the above 7. Chelsea has received a second request from a customer demanding a refund that she tactfully denied earlier. What writing approach should she use to respond to this request? a. inductive b. persuasive c. deductive d. None of the above 8. The 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. 9. Although companies have to write refusal or bad-news messages to both employees and customers, they should ______________ a. be aware that building good employee relationships is important. b. know that developing customer goodwill is important.
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This note was uploaded on 04/24/2008 for the course BUS 271 taught by Professor Davis during the Spring '08 term at Ole Miss.

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Chapter 7 Quiz - Chapter 7 Quiz 1. Personal delivery of bad...

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