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BE-T2-Ch 6

Business 205 - Test # 2 - Chapter 6

QuestionAnswer
An explanation in an indirect message _____. softens the shock of bad news
A strategic buffer _____. does not indicate what the rest of the message will say about the main topic
Which of the following is effective when writing an indirect claim? Requesting a correction
When refusing requests, the primary goal is _____. to present the bad news
Which of the following is a good persuasion technique when explaining a refusal? Wording it positively
_____ are used in claims that require a refusal when they do not justify a correction. Adjustment refusals
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.
When writing a negative message, it might be a good idea to end with _____. goodwill talk
Created by: tinafici
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