4. Refusing Typical Requests and Claims Choose the best answer for each of the following questions about refusing direct requests and claims. When refusing typical requests: Emphasize the refusal and apology to make sure the receiver understands the message Focus on the explanation and reasons rather than on the refusal and apologies Avoid praise and explanation so that the receiver is not alienated When a company must refuse a request for a donation to a charitable organization, how should the refusal message be focused? On the positive attributes of the charitable organization On the state of not-for-profit giving and donation cycles On the myriad reasons why the company is unable to donate True or False: When refusing internal requests, it is a good idea to announce the bad news quickly, even if the news might be painful. True False Read the following scenario, and refusal letter and answer the following question. You are the owner of a small chain of coffee shops. You were recently invited to a local business luncheon hosted by the mayor of your city, but you cannot attend the event. You send the following invitation refusal letter. WhichBrew Coffee Company 4356 Bean Plaza Blend, OR 98675 (333) 349-3432 May 13, 2009 Mayor Kevin Woo City Hall 3495 Galvin Boulevard Blend, OR 98675 Dear Mayor Woo: Dear Mayor Woo: Your hard work during your last three months in the office has clearly paid off. The downtown beautification project is a colorful success with the addition of potted plants, flower beds, and window boxes. Thank you for being an integral part of what is now a pleasant environment for downtown shoppers and visitors. I feel privileged to have received an invitation to your downtown business owners luncheon next month. Although I must decline your invitation, it is for a reason I am sure you can appreciate. WhichBrew is now ready to open a series of bakeries called WhatDough. The grand opening of our first WhatDough bakery is on the day of your luncheon. Because I would love to have the opportunity to visit with you, may I invite you to cut the ribbon at our next WhatDough grand opening? I am aiming for the second week of August, but I will call to confirm the date and time. The people who come into our stores are friendly and value this community. You have helped develop this positive attitude through your dedication to downtown redevelopment. Thank you again for the invitation. I will contact you next week regarding the date and time of our next grand opening ceremony. Sincerely, Maria Bertolli True or False: The closing of this message follows the writing plan for refusing routine requests. True False When delivering bad news to customers, use an indirect strategy as you would with other bad news messages, and maintain a positive tone. Occasionally, companies disappoint their customers. Whenever possible, these problems should be addressed immediately. Choose the best answer for the following question about handling customer problems. When you are handling a customer problem, what should you do? Ignore the problem Phone your lawyer right away. Describe the problem and apologize. Read the following scenario, and answer the following question. You are training a new employee at a credit card company on how to reply to customers when their credit application has been denied. What points should you cover in your training? Check all that apply. How to offer no explanation of the reason for a credit refusal How to avoid disclosures that could cause a lawsuit How to use language that doesn't cause hard feelings How to discourage future business with denied applicants What should you include in a message that denies a claim? Check all that apply. Indirect strategy Language that doesn't blame or accuse the customer Statements that sound preachy Accusations that the customer is dishonest