Delivering Good- and Bad-News Messages

1.

Multiple Choice

30 sec

1 pt

When delivering good-news messages, it's best to use the deductive approach.

True

False

2.

Multiple Choice

30 sec

1 pt

What is the correct sequencing of the components of a message?

Opening-Closing-Body

Body-Opening-Closing

Opening-Body-Closing

3.

Multiple Choice

30 sec

1 pt

Which of these is an example of a claim message?

refund

replacement

repair

payment for damage

all of them

4.

Multiple Choice

30 sec

1 pt

Which of these best describes a routine claim message?

message that assumes that a claim will be granted only after explanations and persuasive arguments are presented.

a request for an adjustment.

message that assumes that a claim will be granted quickly and willingly.

5.

Multiple Choice

30 sec

1 pt

Resale refers to ...

statements made about related merchandise or service.

a discussion of goods or services already purchased.

6.

Multiple Choice

30 sec

1 pt

When writing a good-news message, you ...

begin with good news

present explanation and details

7.

Multiple Choice

30 sec

1 pt

acknowledgement message refers to ...

a document that indicates that an order has been received and is being processed

a fair response by businesses to legitimate requests in claim messages by customers.

8.

Multiple Choice

30 sec

1 pt

Procedural messages convey information about

operating procedures

instructions

operating procedures and instructions

operating procedures and instructions and other internal matters in the organization

9.

Multiple Choice

30 sec

1 pt

When delivering bad-news messages, personal delivery is the preferred medium because of what?

It signals the importance of the news

It shows empathy for the recipient

It provides the benefit of immediate feedback

all of them

10.

Multiple Choice

30 sec

1 pt

Which approach is appropriate for delivery of bad-news messages?

Inductive

Deductive

11.

Multiple Choice

30 sec

1 pt

When writing a bad-news message, you state the bade news in the ...

opening part

body part

closing part

12.

Multiple Choice

30 sec

1 pt

Placing a refusal in the first sentence can be justified under what circumstance?

the message is the second response to a repeated request.

A very small, insignificant matter is involved.

The send wants to demonstrate authority.

All of them

13.

Multiple Choice

30 sec

1 pt

What can be incorporated into the beginning paragraph in a bad-news message?

Resale

Review

Good news

Compliement

All of them

14.

Multiple Choice

30 sec

1 pt

When writing the bad-news statement, which of these should you do?

position the bad-news statement strategically

use passive voice

use positive language

all of them

15.

Multiple Choice

30 sec

1 pt

Which of these words evokes negative feelings?

misled

neglect

mistake

failure

all of them

16.

Multiple Choice

30 sec

1 pt

Which of these does not evoke negative feelings?

assist

complaint

inexcusable

incompetent

17.

Multiple Choice

30 sec

1 pt

When delivering bad news, what should you do?

show empathy

respond to the feelings

give a complete explanation of the problem

convey the bad news as soon as possible

all of them

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