When developing bad news messages about transactions, what do ...

[Wadzanai]

When developing bad news messages about transactions, what do many firms include in an attempt to repair the relationship?
 
  A) An element of apology
  B) An explanation of what the customer should now expect
  C) An explanation of what is being done to resolve the situations
  D) An offer of a discount on future orders
  E) An explanation of what type of performance can be expected in the future

Question 2

When making an internal announcement that is unexpected and of a negative nature, which of the following would not be an appropriate step in presenting the information to the audience?
 
  A) Open with a buffer that established mutual ground.
  B) Advance the reasoning for the decision.
  C) Announce the change or the bad news.
  D) Close with as much positive information as appropriate under the circumstances.
  E) Post a blog thread and allow employees to discuss the changes using social media.

[izzat]

Answer to Question 1

Answer: D
Explanation: D) To help repair the damage to the relationship and encourage repeat business, many companies offer discounts on future purchases, free merchandise, or other considerations. Even modest efforts can go a long way to rebuilding a customer's confidence in your company.

Answer to Question 2

Answer: E
Explanation: E) Except in the case of minor changes, the indirect approach is usually the better choice. Follow the steps outlined for indirect messages: open with a buffer that establishes some mutual ground between you and the reader, advance your reasoning, announce the change, and close with as much positive information and sentiment as appropriate under the circumstances. Starting a blog to discuss the changes may result in additional upset and negative feelings.