简答题Which of the following bad-news letters is best suited to a direct strategy? A、An announcement of changes in business services. B、A layoff notice for a long-time employee. C、A denial of benefits on an insurance claim to an angry customer. D、A notice of an unexpected plant closure to the city council and mayor.简答题Which of these patterns is typical for bad-news messages presented in the indirect strategy? A、Buffer, reasons, bad news, and goodwill closing. B、Buffer, bad news, and goodwill closing. C、Explanation, bad news, buffer, and closing. D、Bad news, explanation, and goodwill closing.简答题What is the best advice for presenting the bad-news portion of your negative message to employees? A、Strive to sugarcoat the message to ease the employees' pain. B、Place the bad news in the first sentence of a paragraph. C、Position the bad news so that it does not stand out. D、Use subjective language.简答题Which of the following explanations is most effective when denying a customer's request for credit? A、Your request for credit has been denied. B、Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not be able to grant you credit at this time. C、Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner. D、Your failure to meet our standards will not allow us to issue you a credit account.简答题Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer? A、I must decline HAFTA's invitation to speak at its fall conference. B、HAFTA members must be looking forward to your annual fall conference to be held in Phoenix this year. C、Because you requested only the benefits of juice bars, as a registered nurse I am not the speaker you need; perhaps you should contact a juice-bar salesperson. D、I am delighted to receive your invitation to speak about health benefits of juice bars at HAFTA's fall conference!简答题Which of these messages most effectively conveys empathy in a bad-news message? A、You have every right to be disappointed. I am truly sorry that our product failed to perform as expected. B、I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to improve our future performance. C、We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you have expressed. D、It is with great regret that we must take this step, but you have left us no choice.简答题Which of the following is the goal of the communicator using the indirect strategy for a bad-news message? A、Promote himself or herself as a business ambassador. B、Mislead and deceive the reader. C、Hide or "bury" the bad news. D、Be a compassionate, yet effective communicator.简答题Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit. A、True B、False简答题You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook the bad news, when directness is preferred, and when _____. A、the bad news threatens the customer relationship. B、the bad news is unexpected. C、firmness is necessary. D、the bad news will provoke a hostile reaction.简答题Which of the following would best refuse a customer claim? A、We are sorry that we cannot give you a full refund for your DVD player. B、Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund. C、The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your DVD player. D、Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.简答题Joey must send a bad-news message to a client, telling her that he will be unable to meet a delivery deadline. What should Joey do first? A、Select a soothing color of stationery for the message. B、Gather information about his reasons for not meeting the deadline. C、Write his buffer statement. D、Analyze the bad news to see how it will affect his reader.简答题You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary? A、Our current company policy does not allow telecommuting. B、Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting. C、Your daily presence in the office is important to ensure regular customer contact. D、Your work standards cannot be relied on unless we are able to observe you at your workstation.简答题Every business person will need to write a negative business message that may disappoint, irritate, or anger the receiver; these messages must be written A、thoughtfully. B、by top-level management only. C、by any department with legal department final approval. D、deceitfully.简答题Using the indirect strategy to prepare the reader in a bad-news message _____. A、shows insensitivity to your reader. B、allows you to confuse or distract the reader. C、helps you keep the reader's attention until you can explain the reasons for the bad news. D、demonstrates your ability to vary your strategies.简答题Doris is declining a request for a monetary contribution from a charitable organization to which her employer, BMI Industries, usually donates. Which of the following most effectively implies the refusal? A、BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year. B、Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year. C、Although we cannot contribute this year, we may be able to next year. D、Unfortunately, we are prevented from contributing this year, but we may be able to in the future.简答题The direct pattern, with the bad news first, would be appropriate when you are _____. A、cancelling your weekly sales meeting B、informing employees of a major increase in their health insurance premiums C、turning down a request for a charitable contribution D、denying a customer's request for a credit increase but wanting to continue business with the customer简答题To end a letter denying her customer's claim, Candy should include a sentence looking forward to future business. A、True B、False简答题If you have any further questions, please do not hesitate to call me is a professional way to close a refusal letter. A、True B、False简答题Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing? A、If you have any questions, Ryan, please do not hesitate to call me. B、If you had the required five years' experience in social work, we could have included you in the final slate of candidates. C、Again, Ryan, we truly regret being unable to offer you this position. D、We wish you all the best in your job search.简答题If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain. A、True B、False