Bus Com CH.9

31 August 2022
4.7 (114 reviews)
20 test answers

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question
You are opening a new restaurant and realize that customers might post reviews online. What should you do? Use social media sites to interact with customers. Try to monitor comments. Recognize social networks as an important communication channel. You should do all of these.
answer
You should do all of these
question
Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed? We enjoyed meeting you last week to discuss your qualifications for the medical clerk position. We are absolutely thrilled to have an applicant with your exceptional qualifications. We are very sorry to have to tell you that the medical clerk position has been filled. Thank you for your application of March 13, wherein you applied for the medical clerk position.
answer
We enjoyed meeting you last week to discuss your qualifications for the medical clerk position.
question
Most job refusal letters mention the name of the person who was hired for the position. give concrete reasons for not hiring the candidate. use the indirect strategy. provide as much information as possible.
answer
Use indirect strategy
question
When should the direct pattern be used to communicate negative news? When the negative news affects the reader personally Never When the negative news is damaging When firmness is necessary
answer
When firmness is necessary
question
What is the most accurate statement about keeping the indirect strategy ethical? When you use the indirect strategy, your motives are to deceive the reader and to hide the news. The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the main idea. By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive. Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the truth.
answer
By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive.
question
Goldstar Investments has just learned that it is being sued for securities fraud. What should top management at Goldstar do? Disappear and hide out in a foreign country. Hold a press conference to announce the bad news before the media does. Have someone leak the news to the media. Nothing. The media may never find out.
answer
Hold a press conference to announce the bad news before the media does.
question
A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do? File a lawsuit against the customer for libel. Ignore the comment. Delete the comment immediately before too many people see it. Reply to the customer's post within 24 hours.
answer
Reply to the customer's post within 24 hours.
question
Which is the most effective statement in a letter to a customer denying credit? Please take your business elsewhere. Perhaps if you were a more stable and responsible person, we would be able to grant you credit. Your credit history report shows that you are a completely unacceptable applicant. To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit reports.
answer
To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit reports.
question
Which of the following statements is most accurate? In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements. Always use the direct pattern when writing to a customer about a problem with an order. In writing to a customer about a problem with an order, generally, you should use the indirect pattern if the message has some bad-news elements. Always use the indirect pattern when writing to a customer about a problem with an order.
answer
In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements.
question
Select the best sentence to include in the closing paragraph of a bad-news letter that turns down a job applicant. If you have further questions about this decision, please feel free to call me immediately. We wish you the best in your job search. Once again, we want to express how sorry we are that we are not able to offer you the position. We regret that we are unable to consider your application.
answer
We wish you the best in your job search.
question
Which is the most effective statement in a letter to a customer denying a claim? You can purchase a replacement battery pack at a 30 percent discount. If you had followed the instructions, you wouldn't have overheated the battery pack. We apologize, but, unfortunately, we cannot replace your battery pack at this time. Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
answer
You can purchase a replacement battery pack at a 30 percent discount.
question
Which of the following sentences uses the passive voice to present the bad news? Although the social media specialist position has been filled, we wish you well in your job search. We are unable to interview you for the social media specialist position at this time. Although we were impressed with your application, we have no positions available at this time. We are not hiring at this time, even though we are impressed with your credentials.
answer
Although the social media specialist position has been filled, we wish you well in your job search.
question
What statement about delivering bad news within an organization is most accurate? A tactful tone is useful when communicating bad news within organizations. Generally, bad news within organizations is better received when the reasons are given after the bad news. Bad news within organizations should always be delivered in writing. Bad news within organizations should always be delivered using the direct organizational pattern.
answer
A tactful tone is useful when communicating bad news within organizations.
question
The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would be Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year. Although I'm not authorized to tell you why, I can't speak at your dinner. I'm not interested in addressing your professional organization. I regret to inform you that I am unable to speak to your professional organization.
answer
Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year.
question
Timothy is writing a bad-news message to his supervisor and is now in Phase 3 of the writing process. What should he do during this phase? Ensure that he has delivered the bad news clearly but professionally. He should do all of these. Make sure that the tone of the message is friendly and respectful. Check his wording to make sure that he is concise without sounding brusque
answer
He should do all of these
question
Which of the following is the best advice when presenting the reasons for the bad news? Use words such as impossible, regret, and unfortunately to make your point clear. Cite reader or other benefits if plausible. Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this reason. Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively.
answer
Cite reader or other benefits if plausible.
question
The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining. the decision Fair Credit Reporting Act Class Action Fairness Act PATRIOT Act Sarbanes-Oxley Act
answer
Fair Credit Reporting Act
question
The most important part of a bad-news letter is a closing that ends the letter on a positive note. the professional letterhead on which it is printed. a good buffer that starts the letter positively. the section that explains the reasons for the bad news.
answer
the section that explains the reasons for the bad news.
question
What is the best advice for delivering the bad news? Suggest a compromise or alternative. Use the active voice. Describe what can't be done in great detail to ensure that your message is clear. Don't imply the bad news because it may be overlooked.
answer
Suggest a compromise or alternative
question
The best placement for a statement of bad news in a message is at the end of a paragraph. at the beginning of a sentence. in a subordinate clause. at the beginning of a paragraph.
answer
In a subordinate clause