BUSI 300 Quiz 4 Good-, Neutral-, & Bad-News Messages solutions complete answers

BUSI 300 Quiz 4 Good-, Neutral-, & Bad-News Messages solutions complete answers 

 

Which of the following guidelines should be followed when extending credit?

 

_____ is a persuasive technique used to influence a receiver's perception of a situation.

 

In a bad-news message, placing the refusal in the first sentence can be justified if the message:

 

Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n) _____ to the retailer to request for a replacement of merchandise.

 

An advantage of using the inductive sequence in a bad-news message is that the inductive sequence of ideas:

 

Businesses want their customers to communicate when merchandise or service is not satisfactory.

 

Which of the following can make the closing paragraph of a bad-news message pleasant?

 

Which of the following is true of persuasive claims?

 

Which of the following exemplifies a good practice when writing a letter extending credit?

 

Placing a refusal in the first sentence of a message can be justified if the message is the second response to a repeated request.

 

Which of the following is true of form messages?

 

When delivering negative organizational news, convey the bad news as late as possible.

 

Which of the following is true of negative organizational news?

 

Which of the following is true of requests for information?

 

The closing sentence of a bad-news message should:

 

Form messages have a tendency to be too personal.

 

Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news?

 

If a bad news is presented in the first sentence, the news is likely to be unimpactful.

 

Which of the following is true of face-to-face delivery of bad news?

 

Which of the following makes a routine request poor?

 

Which of the following is true of adjustment messages?

 

In the context of the inductive outline used in delivering bad-news messages, the introductory paragraph of a bad-news message should:

 

An appreciation message should:

 

To make a bad-news message effective, _____ can be incorporated into the beginning paragraph.

 

_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.

 

In a(n) _____, the event is considered purposeful and includes accidents or harm caused by human error as well as organizational misdeeds such as fraud.

 

Which of the following is a guideline you should follow when developing the reasons section of a bad-news message?

 

Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience.

 

_____ are assumed to be granted willingly, so a forceful, accusatory tone is inappropriate.

 

Using _____ helps subordinate the refusal in a bad-news message.

 

Replies to requests for credit information are complicated.

 

For an order that cannot be filled quickly and precisely, companies must not send an acknowledgment message.

 

In the context of crisis in organizations, victim crisis includes natural disasters, workplace violence, product tampering, and rumors.

 

When favor requests arrive frequently, a form message can be drafted to respond to the invitations.

 

Which of the following is an advantage of using the deductive pattern in writing messages?

 

An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees.

 

_____ are defined as messages that are fair responses by businesses to legitimate requests in claim messages by customers.

 

Which of the following is true of effective routine requests?

 

When refusing a request for a favor, the writer should:

 

Credit refusals cannot serve as order acknowledgments when requests for credit are accompanied with an order.

 

Which of the following is an idea that you can incorporate into an effective beginning paragraph of a bad-news message?

 

A routine request should use a generic closing statement to build goodwill and a sense of urgency.

 

The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision within 10 calendar days following application.

 

Gwen, a manager at Exude Apparel Inc., received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, in which of the following ways should Gwen handle the second request?

 

It is a good idea to use the deductive approach for refusing requests for a favor, an action, or even a donation.

 

Typically, acknowledgment messages are preprinted letters or copies of a sales order.

 

Which of the following is a feature of the deductive organizational pattern?