Question 1

Following up a telephone call with a letter or e-mail can be important to formally confirm follow-up procedures.

Accepted Answer

A) True 
 B)False

Question 2

Which sentence best illustrates the advice your text gives about writing a negative message?

Accepted Answer

A)  Because the watch was damaged, we will not be able to give you a full refund.
B)  Although your GreenGrow LM96 lawnmower is no longer covered by warranty, I have enclosed a credit voucher of $50 toward the cost of having it repaired at the nearest authorized GreenGrow repair depot.
C)  We're sorry that we cannot issue a refund for the full purchase price of the GreenGrow LM96. Please refer to the details of our warranty at www.greengrow.com.
D)  If you had read and saved the warranty information included with the GreenGrow LM96, you would know that the lawnmower is no longer covered by our refund or replacement guarantee.E) B) and D)
F) B) and C)

Question 3

The indirect pattern is almost always perceived as honest and ethical.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following sentences best accentuates the positive?

Accepted Answer

A)  We cannot accept credit card payments.
B)  We will gladly accept cash, cheque, or automatic debit card payments.
C)  You did not use an accepted payment method.
D)  Our website clearly states acceptable methods of payment.E) None of the above
F) A) and C)

Question 5

Which sentence most effectively implies a refusal?

Accepted Answer

A)  Although we cannot contribute at this time, please be sure to call us in the future.
B)  Unfortunately, we cannot donate any money for new computers for the school at this time.
C)  Unfortunately, we are prevented from contributing at this time, but we may be able to in the future.
D)  Although our profits are now being reinvested in the firm, we hope to be able to contribute in the future.E) B) and C)
F) A) and D)

Question 6

The most important part of a bad-news message is the _____________________.

Accepted Answer

The answer of The most important part of a bad-news...

Question 7

A __________________ clause often begins with words like although, because, since, and if.

Accepted Answer

The answer of A __________________ clause often begins with words...

Question 8

You are writing a negative message that includes the sentences below. According to your text, which sentence is the most important?

Accepted Answer

A)  We are very happy that you chose to purchase two dozen XL200 black printer cartridges.
B)  We at TechMart Office Products strive to please all of our customers.
C)  Your receipt indicates that you purchased two dozen XL200 black cartridges nine months ago. The cartridges have a long shelf life, but the ink may degrade over time, Therefore, we guarantee optimal printing results for a period of six months from the date of purchase, as indicated on the receipt.
D)  We cannot issue a refund for the two dozen XL200 black printer cartridges you purchased nine months ago.E) All of the above
F) A) and C)

Question 9

Messages that carry negative news can have a significant impact on a company's success.

Accepted Answer

A) True 
 B)False

Question 10

A communicator who intends to deceive when writing a bad-news letter is ____________________.

Accepted Answer

The answer of A communicator who intends to deceive when...

Question 11

Your account has been cancelled is an example of a sentence using a verb in the ________________ voice.

Accepted Answer

The answer of Your account has been cancelled is an...

Question 12

When you must refuse a request, it is sometimes possible and effective to offer an alternative, a substitute, or a compromise.

Accepted Answer

A) True 
 B)False

Question 13

Most readers will find it inappropriate and offensive if you include resale or sales promotion material in a bad-news message, even if the bad news is fairly insignificant.

Accepted Answer

A) True 
 B)False

Question 14

Messages that break bad news should be written in a way that explains the bad news and retains goodwill at the same time.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following strategies is most likely to reinforce a reader's negative reaction to bad news?

Accepted Answer

A)  using the passive voice
B)  putting the bad news in a subordinate clause
C)  closing the message by repeating the bad news and apologizing again
D)  including the bad news among other sentences, perhaps among your reasonsE) All of the above
F) B) and C)

Question 16

In which situation would it be most appropriate to use the direct strategy to communicate bad news?

Accepted Answer

A)  You really don't like the person you are writing to.
B)  You are refusing a customer claim that is clearly not justified.
C)  You are writing the last in a series of collection letters for an overdue account.
D)  You are writing to let employees know that the cost of dental insurance is going up.E) B) and C)
F) A) and B)

Question 17

You can soften the impact of a bad news message by revealing the bad news immediately.

Accepted Answer

A) True 
 B)False

Question 18

When writing a bad-news collection letter, your goal should be to retain the customer's goodwill as well as to receive payment.

Accepted Answer

A) True 
 B)False

Question 19

When writing a bad-news message, rather than stating the bad news explicitly, it is sometimes better to ___________________ the refusal.

Accepted Answer

The answer of When writing a bad-news message, rather than...

Question 20

According to your text, where is the most appropriate place for the following sentence in a message refusing a request? Although I am busy on January 16, I would be pleased to speak to your International Business class if we can arrange a date that works with your schedule and mine.

Accepted Answer

A)  in the buffer, so that the reader develops the proper mindset before reading the bad news
B)  as part of the transition that leads to the explanation
C)  after delivering the bad news but before the closing
D)  in the closingE) A) and B)
F) A) and C)

Exam 7: Negative Messages

According to your text, where is the most appropriate place for the following sentence in a message refusing a request? Although I am busy on January 16, I would be pleased to speak to your International Business class if we can arrange a date that works with your schedule and mine.

Correct AnswerverifiedShow Answer

The most important part of a bad-news message is the _____________________.

Correct AnswerverifiedShow Answer

Which of the following sentences best accentuates the positive?

Correct AnswerverifiedShow Answer

Which sentence best illustrates the advice your text gives about writing a negative message?

Correct AnswerverifiedShow Answer

When you must refuse a request, it is sometimes possible and effective to offer an alternative, a substitute, or a compromise.

Correct AnswerverifiedShow Answer

The indirect pattern is almost always perceived as honest and ethical.

Correct AnswerverifiedShow Answer

Most readers will find it inappropriate and offensive if you include resale or sales promotion material in a bad-news message, even if the bad news is fairly insignificant.

Correct AnswerverifiedShow Answer

Messages that carry negative news can have a significant impact on a company's success.

Correct AnswerverifiedShow Answer

When writing a bad-news message, rather than stating the bad news explicitly, it is sometimes better to ___________________ the refusal.

Correct AnswerverifiedShow Answer

A communicator who intends to deceive when writing a bad-news letter is ____________________.

Correct AnswerverifiedShow Answer

In which situation would it be most appropriate to use the direct strategy to communicate bad news?

Correct AnswerverifiedShow Answer

Your account has been cancelled is an example of a sentence using a verb in the ________________ voice.

Correct AnswerverifiedShow Answer

You can soften the impact of a bad news message by revealing the bad news immediately.

Correct AnswerverifiedShow Answer

A __________________ clause often begins with words like although, because, since, and if.

Correct AnswerverifiedShow Answer

Messages that break bad news should be written in a way that explains the bad news and retains goodwill at the same time.

Correct AnswerverifiedShow Answer

You are writing a negative message that includes the sentences below. According to your text, which sentence is the most important?

Correct AnswerverifiedShow Answer

Following up a telephone call with a letter or e-mail can be important to formally confirm follow-up procedures.

Correct AnswerverifiedShow Answer

When writing a bad-news collection letter, your goal should be to retain the customer's goodwill as well as to receive payment.

Correct AnswerverifiedShow Answer

Which sentence most effectively implies a refusal?

Correct AnswerverifiedShow Answer

Which of the following strategies is most likely to reinforce a reader's negative reaction to bad news?

Correct AnswerverifiedShow Answer

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