Bill is the customer relationship manager at a bank. A customer ...

[cagreen833]

Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:
 
  A. use negative words to deny the requested loan.
  B. blame the customer for his or her inability to repay the requested loan.
  C. use the indirect approach.
  D. start the message with the bad news.

Question 2

Which of the following is a disadvantage of using a preprinted reply card?
 
  A. It does not enable the writer to personalize his or her responses.
  B. It does not enable the writer to respond promptly to customer requests.
  C. It does not enable the writer to be efficient when faced with a large volume of requests.
  D. It does not enable the writer to fill in responses quickly.

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Answer to Question 1

C
In his reply to the customer's request, Bill should use the indirect approach. Never start your
message with bad news. Preserving goodwill toward your company should be your goal in all
business writing.

Answer to Question 2

A
A disadvantage of using a preprinted reply card is that it fails to allow a company to
personalize its response. Despite their lack of personalization, preprinted responses allow a
company to respond to hundreds or thousands of requests promptly.

[cagreen833]

Excellent

[Animal_Goddess]

TYSM