Writing Bad-News Letters

Quiz Number:  Quiz 6
Course Name:  Business Communications
Course No.BUSS 3020
Quiz N0. : Quiz 6
Teacher:  Dr. Terrell G. Manyak
Teacher's Home Page:  http://www.nova.edu/~manyak
Teacher's Email:  manyak@polaris.nova.edu
Student Name:    
Student No:      
Student Email:   

No. of Questions= 10
Pass mark is - 60 %.

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1 Your objective in writing a bad-news message is best stated by which of the following?
a) Convey your message clearly, while maintaining a positive relationship with the reader.
b) Maintain a positive relationship with the reader while subtly reminding her or him that you have the authority to enforce your decision.
c) Share the bad news empathetically, and offer a sincere apology.
d) Share the bad news as quickly as possible, and turn your attention to more positive things.
2 If bad news appears in the first sentence of a letter
a) the reader will be prepared for the reasoning that follows.
b) the reader's urge to counter argue will be minimized.
c) the reader's reaction is likely to be defensive.
d) the reader will withhold judgment until he or she has finished reading.
3 Which of the following is the best reply to a request for a favor?
a) Thank you for asking me to speak at your next meeting, but I will not be able to attend.
b) Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference.
c) Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless.
d) I find my schedule is as impossible as ever; I must be doing something wrong with my priorities.
4 A mail order supplier has received an order for an item that would be unsuitable for the customer's needs. The supplier should
a) fill and ship the order as requested.
b) ship the item that is best suited to the customer's needs.
c) acknowledge the order, explain why an alternative item would be preferable, and wait for a response.
d) explain why the supplier cannot possibly fill this order.
5 You have been asked to deny a request for credit. Using a sentence such as "You are encouraged to make cash purchases" illustrates a
a) counter proposal.
b) bait and switch technique.
c) confirmation of priorities.
d) consideration of eligibility.
6 To avoid litigation, some credit-granting companies
a) choose not to respond to customer requests for credit.
b) choose to omit from their letters the explanation for credit denial.
c) make the name and address of the credit bureau inaccessible to the consumer.
d) refuse credit by telephone rather than in writing.
7 When writing constructive criticism about a person's performance, one should
a) use personal opinions, backed with strong rationale.
b) be boldly direct about the person's faults
c) use facts and focus on the person's performance, not character.
d) use both facts and opinions to paint a compete picture of the person being criticized.
8 Which of the following contains resale?
a) Yes, this model does switch automatically from solar to electric heat on cloudy days.
b) The money you invested last month in your Clearvu water purification system will be returned again and again in your family's good health.
c) For additional savings with your home care products, see the enclosed pamphlet.
d) The VCR you inquired about is our best-selling model across the country.
9 Your employer asked you to compose a letter to be sent to all job applicants who were not selected for an available sales representative position. You should
a) begin by complimenting the applicant's resume
b) ask the applicant to continue to forward additional resume materials.
c) place the "not selected" message in the dependent clause of a complex sentence telling of the high competition the applicant faced in interviewing for this job.
d) imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.
10 Which of the following is NOT suitable for inclusion in the final sentence of a bad-news letter?
a) tactful restatement of the refusal.
b) sales promotional material.
c) some future aspect of the business relationship.
d) an expression of willingness to assist in some other way.

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