chapter 8 quiz

chapter 8 quiz - Question 1 1. Successful companies that...

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Question 1 1. Successful companies that receive large numbers of customer claims per year often develop Answer a policy of rejecting all claims, even when they are legitimate. a policy of nonresponse to all customer inquiries. customized form letters to speed the response to customers' claims. none of these. 1 points Question 2 1. When making a request, you should Answer use the inductive plan. assume the reader will comply with your request. demand immediate action. explain the consequences of failing to comply. 1 points Question 3 1. If you have negative comments to express regarding the qualifications of a job candidate, it is best to Answer keep them to yourself. include others' criticisms to support your statements. list the shortcomings as areas for improvement. state your opinion strongly, since it is protected by the First Amendment. 1 points Question 4 1. If you have strongly negative information to deliver as part of a positive message, you should Answer
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open with the negative information. use an indirect approach. put the negative information in a separate message. apologize for having to spoil the moment. 1 points Question 5 1. It may be unethical to omit negative information from a recommendation if the Answer information is well-known in the workplace. information is true and relevant. applicant asks you to do so. position is a high-ranking one. 1 points Question 6 1. When making a claim or requesting an adjustment, your closing should usually Answer clearly state how angry and disappointed you are. explain the specific details of the problem. request a specific action or express your desire to find a solution. threaten to contact the Better Business Bureau if the audience does not grant your request. 1 points Question 7 1. Your comments about a job candidate could be considered libelous if Answer in a phone conversation you tell the applicant's potential employer that the applicant is an alcoholic. you omit important negative information about the candidate in a recommendation letter. you decline to provide a recommendation because of "company policy." you mention in a recommendation letter that your other employees seemed pleased that the candidate left your company. 1 points
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Question 8 1. When requesting information or action from a fellow employee, you should generally Answer always use the indirect approach. get straight to the point. maintain a formal style and tone. do all of these.
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chapter 8 quiz - Question 1 1. Successful companies that...

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