第1页共7页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共7页第七章1.Whenitcomestoroutinemessage,youcanKeeptheplanningstagebrief.2.Whenwritingroutinemessage,youCanassumethatyourreaderswillbeinterestedorneutral3.Whenwritingaroutinerequest,youbeginBypolitelystatingyourrequest.4.whatshouldyoudowhenaskingquestionsinaroutinerequest?Dealwithonlyonetopicperquestion.5.whichofflowingshouldyoudowhenclosingaroutinerequest?Askthereadertorespondbyaspecificandappropriatetime.6.AcourteousclosecontainsAllofabove7.Ifyouaremakingaroutinereplytoacustomer,it`sagoodideatoIncluderesaleinformationtoassurethecustomerofthewisdomofhisorherpurchase8.Apositivemessageshouldopenwithaclearandconcisestatementofthegoodnews9.Ifamessagehasbothpositiveandnegativeelements,youshouldTrytoputthenegativenewsinapositivecontext.10.WhichofthefollowingisnotamongtherecommendedelementstoincludeinyourmessageifyouarerespondingtoaclaimorcomplaintCompletecontactinformationforyourcorporatelegalstaff11.Ifacustomerwhoisclearlyatfaultrequestsanadjustment,youshouldCarefullyweightthecoseofcomplyingwiththerequestagainstthecostofdenyingit,thendecidehowtorespondbasedontheoverallimpactonyourcompany.12.Ifathirdparty(suchasashippingcompany)isatfaultwhenoneofyourcustomersmakesaclaimorrequestanadjustment,thebestresponseisto第2页共7页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共7页Followingthetermsofwhatevercustomerserviceagreementyourcompanyhaswithhethirdparty13.Whichofthefollowingisgenerallytrueaboutinformativemessage?Youraudiencemayormaynotbeexpectingthemandmayormaynotbemotivatedtoreadthem14.ThepurposeofgoodwillmessageistoEnhancerelationshipswithcustomers,colleague,andotherbusinesspeople15.ThemosteffectivegoodwillmessagesAresincereandhonest第八章1.Whichofthefollowingisaneffectivewaytommaintainthe“you”attitudewhencraftingnegativemessages?Showrespectforthereaderbyavoidingnegative,accusatorylanguageandemphasizingpositiveswheneverpossible2.Whenusingthedirectapproachwithnegativemessages,youbeginwithThebadnews3.AnadvantageofusingthedirectapproachwithnegativemessagesisthatitSavesreaderstimebyhelpingthemreachthemainideamorequickly4.Whenusingtheindirectapproachwithnegativemessages,youbeginwithAbuffer5.AnadvantageofusingindirectapproachwithnegativemessagesisthatIteasesthereaderintothemessage6.ThepurposeofusingtheindirectapproachistoSoftentheblowofthebadnewsforthereader7.Whichofthefollowingisagoodpossibilitytoconsiderforuseinwritingabuffer?Allofaboveareusefulapproach8.Whenwritingnegativemessages,thekeydifferencetoconsiderbetweeninternalandexternalaudiencesisThelengthoftimethey’vebeenassociatedwiththecompany9.Whenanegativemessagesisgoingbesenttobothinternalandexternalaudiences(suchasanannouncementoffactoryclosing),whichofthefollowingbestdescribestheexpectationsthatinternalaudiencesusuallyhaveregardingthetimingofthemessagedelivery?Internalaudienceswanttoreceivethenewsaftertheexternalaudienceshasreceivedit10.Afalsestatementthatisdamagingtoapersonscharacterorreputation,whetherspokenorinwriting,isknownasdefamation11.Writtendefamationisknownaslibel12.Spokendefamationisknownasslander13.Whichofthefollowingisgoodadviceforavoidingbeingaccusedofdefamation?Doalloftheabove14.Whichofthefollowingbestcharacterizesthenatureofcrisismanagementplanning?Althoughyoucan’tanticipatethenatureandcircumstanceofeverypossiblec...
