20 )

When planning your negative message, you should

a.

All of the above.

b.

select your medium carefully.

c.

gather the information your audience will need to understand and accept your message.

d.

acknowledge the probability of a negative audience reaction.

11)

When refusing a claim you should be sure to?

a.

Explain that the customer is clearly at fault.

b.

Show that you understand and have carefully considered the complaint.

c.

Apologize to the customer.

d.

All of the above.