Business 205 - Test # 2 - Chapter 6
Help!
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| An explanation in an indirect message _____. | softens the shock of bad news
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| A strategic buffer _____. | does not indicate what the rest of the message will say about the main topic
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| Which of the following is effective when writing an indirect claim? | Requesting a correction
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| When refusing requests, the primary goal is _____. | to present the bad news
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| Which of the following is a good persuasion technique when explaining a refusal? | Wording it positively
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| _____ are used in claims that require a refusal when they do not justify a correction. | Adjustment refusals
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| Which of the following can be used in an adjustment refusal? | Certainly, you have a right to expect the best possible service from our company.
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| When writing a negative message, it might be a good idea to end with _____. | goodwill talk
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