Question

When refusing typical requests: Focus on negative elements Concentrate on the refusal Transition with the repetition of key ideas When a company must refuse a request for a donation to a charitable organization, how should the refusal message be focused? On the state of not-for-profit giving and donation cycles On the positive attributes of the charitable organization On the myriad reasons why the company is unable to donate True or False: When refusing internal requests, it is a good idea to announce the bad news quickly, even if the news might be painful. True False Read the following scenario, and refusal letter and answer the following question. You are the owner of a small chain of coffee shops. You were recently invited to a local business luncheon hosted by the mayor of your city, but you cannot attend the event. You send the following invitation refusal letter. WhichBrew Coffee Company 4356 Bean Plaza Blend, OR 98675 (333) 349-3432 May 13, 2009 Mayor Shen Wong City Hall 3495 Galvin Boulevard Blend, OR 98675 Dear Mayor Wong: Your hard work during your last three months in the office has clearly paid off. The downtown beautification project is a colorful success with the addition of potted plants, flower beds, and window boxes. Thank you for being an integral part of what is now a pleasant environment for downtown shoppers and visitors. I feel privileged to have received an invitation to your downtown business owners luncheon next month. Although I must decline your invitation, it is for a reason I am sure you can appreciate. WhichBrew is now ready to open a series of bakeries called WhatDough. The grand opening of our first WhatDough bakery is on the day of your luncheon. Because I would love to have the opportunity to visit with you, may I invite you to cut the ribbon at our next WhatDough grand opening? I am aiming for the second week of August, but I will call to confirm the date and time. The people who come into our stores are friendly and value this community. You have helped develop this positive attitude through your dedication to downtown redevelopment. Thank you again for the invitation. I will contact you next week regarding the date and time of our next grand opening ceremony. Sincerely, Valerie Smirnov True or False: The opening of this message follows the writing plan for refusing routine requests. True False When delivering bad news to customers, use an indirect strategy as you would with other bad news messages, and maintain a positive tone. Occasionally, companies disappoint their customers. Whenever possible, these problems should be addressed immediately. Choose the best answer for the following question about handling customer problems. When you are handling a customer problem, what should you do? Describe the problem and apologize. Phone your lawyer right away. Ignore the problem. Read the following scenario, and answer the following question. You are the manager of a luxury hotel in Atlanta. A representative from the National Association of Engineers contacted you last month to reserve a large ballroom for the organization’s annual conference. He reserved the room by sending a check for 10 percent of the total room rental. However, you have not heard from him since, and the conference is less than a week away. The hotel’s policy is that payment in full is due a week prior to the event. You need to write him a message explaining the problem. What should you include in the message? Check all that apply. A blanket company statement that prohibits the group from having the event An explanation of why the payment is needed and what will happen if it is not received A positive opening statement that reveals facts An opening statement that is negative and threatening What should you include in a message that denies a claim? Check all that apply. Indirect strategy Accusations that the customer is dishonest Language that doesn’t blame or accuse the customer Statements that sound preachy

Answer 1

The answers are highlighted in blue color.

When refusing typical requests:

Transition with the repetition of key ideas

When a company must refuse a request for a donation to a charitable organization, how should the refusal message be focused?

On the positive attributes of the charitable organization

When refusing internal requests, it is a good idea to announce the bad news quickly, even if the news might be painful. False

Read the following scenario, and refusal letter and answer the following question.

You are the owner of a small chain of coffee shops. You were recently invited to a local business luncheon hosted by the mayor of your city, but you cannot attend the event. You send the following invitation refusal letter.

WhichBrew Coffee Company
4356 Bean Plaza
Blend, OR 98675
(333) 349-3432

May 13, 2009
Mayor Shen Wong
City Hall
3495 Galvin Boulevard
Blend, OR 98675

Dear Mayor Wong:

Your hard work during your last three months in the office has clearly paid off. The downtown beautification project is a colorful success with the addition of potted plants, flower beds, and window boxes. Thank you for being an integral part of what is now a pleasant environment for downtown shoppers and visitors. I feel privileged to have received an invitation to your downtown business owners luncheon next month. Although I must decline your invitation, it is for a reason I am sure you can appreciate. WhichBrew is now ready to open a series of bakeries called WhatDough. The grand opening of our first WhatDough bakery is on the day of your luncheon. Because I would love to have the opportunity to visit with you, may I invite you to cut the ribbon at our next WhatDough grand opening? I am aiming for the second week of August, but I will call to confirm the date and time. The people who come into our stores are friendly and value this community. You have helped develop this positive attitude through your dedication to downtown redevelopment. Thank you again for the invitation. I will contact you next week regarding the date and time of our next grand opening ceremony. Sincerely, Valerie Smirnov

The opening of this message follows the writing plan for refusing routine requests. True

When delivering bad news to customers, use an indirect strategy as you would with other bad news messages, and maintain a positive tone.

Occasionally, companies disappoint their customers. Whenever possible, these problems should be addressed immediately. Choose the best answer for the following question about handling customer problems.

When you are handling a customer problem, what should you do?

Describe the problem and apologize.

Read the following scenario, and answer the following question.

You are the manager of a luxury hotel in Atlanta. A representative from the National Association of Engineers contacted you last month to reserve a large ballroom for the organization’s annual conference. He reserved the room by sending a check for 10 percent of the total room rental. However, you have not heard from him since, and the conference is less than a week away. The hotel’s policy is that payment in full is due a week prior to the event. You need to write him a message explaining the problem.

What should you include in the message? Check all that apply.

An explanation of why the payment is needed and what will happen if it is not received

A positive opening statement that reveals facts

What should you include in a message that denies a claim? Check all that apply.

Indirect strategy

Language that doesn’t blame or accuse the customer