30.
When presenting bad news, you should avoid using
31.
Which of the following is most appropriate when denying credit to a customer?
32.
Which of the following sentences presents the bad news most effectively?
33.
Which of the following exemplifies a good way to present bad news to a customer?
34.
Which of the following guidelines should be followed when delivering messages that carry
bad news?
35.
Which of the following best exemplifies the way a sentence should be structured when
delivering negative news?
36.
When delivering bad news, you should
37.
Which of the following statements about apologies in bad-news messages is true?
38.
Which of the following is the most ideal approach to refusing requests?
39.
What are the two primary goals of a refused request?
40.
Which of the following is the best way to begin the sentence containing your refusal?
41.
Which of the following would be the
least
effective closing for the refusal of a request?
42.
The most appropriate way to end a message refusing a request is to
43.
Dexter needs to write a message refusing a request for the use of a company’s garden
space for a photo shoot. Which of the following is the best way to begin?
44.
Which of the following is the most appropriate phrase to use in a message refusing a
request?
45.
Nils is asked to participate as a speaker at an official event, but he decides to write a
message declining the request. Which of the following sentences should Nils use to end
his message?
46.
Dorian has received a message from a customer. The customer claims that the wooden
rocking chair she bought from Dorian’s company was ruined in the rain, so she wants her
money back. The furniture Dorian’s company makes is all intended for inside use, and this
is stated in the care guide given to each customer at the time of sale. In order to respond
to this customer, Dorian needs to write
47.
Which of the following statements about adjustment refusals is true?
48.
Which of the following guidelines would best help you create a good adjustment refusal
message?
49.
Which of the following should you do when making an adjustment refusal?