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.

Learning the techniques of sales writing _______.

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.