Every business will have unhappy customers at some point. The employee’s goal should always be to make the customer happy, no matter what it takes.  

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

Effective closings for sales messages should take a multi-faceted approach to motivating action: offer a gift, provide an incentive, set a deadline, and guarantee satisfaction. Which of the following statements illustrate this multi-faceted approach to motivating action?

A bad-news message, whether delivered in person or in writing, is usually better received when you _______.

Meeting minutes should include the precise wording of motions, including a count of votes and actions taken.  

Smart business representatives always avoid calling an unhappy customer to resolve problems.

Factual information for reports falls into which two broad categories?

Justification/recommendation reports are sometimes called _______.

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.