Author Question: Bill is the customer relationship manager at a travel agency. One of his customers, Sarah, has won a ... (Read 178 times)

Diane · **on:** Jun 23, 2018

Bill is the customer relationship manager at a travel agency. One of his customers, Sarah, has won a free holiday through the company's lucky draw. Bill is required to give her the good news. Which of the following approaches should Bill use to deliver the good news?

A. The direct approach
B. The indirect approach
C. The persuasive approach
D. The hard-sell approach

Question 2

In refusing a request, you should, if possible, share with the reader some of the genuine reasons why his or her request is being rejected.

Indicate whether the statement is true or false

6ana001 · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

A
Bill should use the direct approach to deliver the good news. If your reader will be pleased to
get your message, or at least have a neutral reaction, you can get right to the point: the good
news or the information. In the direct approach, you state the main point of the message in the
opening sentence.

Answer to Question 2

TRUE
In refusing a request, you should, if possible, share with the reader some of the genuine
reasons why his or her request is being rejected. In handling problem requests, the writer's
goal is to retain the reader's goodwill.