简答题You should never include resale or sales promotion material in a negative-news message. A、True B、False简答题Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation. A、True B、False简答题To take the spotlight off the bad news, place it at the end of a paragraph. A、True B、False简答题In denial letters you must establish the proper tone and use you statements such as You would have known cash refunds are not available if you had read the receipt. A、True B、False简答题You are writing a memo to employees announcing the loss of free parking. Which of the following would be the best closing sentence in this bad-news memo to employees? A、We understand your disappointment with this decision. B、If you would like to sign up for our ride-sharing program to save on parking expenses, please see the receptionist. C、We trust you will continue to do your best in spite of the present difficult situation. D、Thank you in advance for your cooperation.简答题Which of the following is the most important part of a negative message? A、A positive, forward-looking closing. B、A neutral buffer. C、An explanation of the reasons for the bad news. D、The bad news itself.简答题If your receiver might overlook the bad news, it is appropriate to use the direct strategy. A、True B、False简答题Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology? A、We take full blame for your espresso machine malfunctioning and realize that it may have even eventually caused an injury. B、We apologize for any inconvenience this may have caused. C、We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you. D、It is unfortunate that you are unhappy with your espresso machine.简答题Thank you so much for asking me to speak at the university's graduation ceremony is an effective buffer in a refusal letter. A、True B、False简答题Which of the following is not a helpful tip for apologizing in a negative-news message? A、Be sincere and explain what you will do to prevent recurrence. B、Accept responsibility. C、Focus on your regret. D、Use good judgment, and do not admit blame if it might prompt a lawsuit.