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:

Avoid praise and explanation so that the receiver is not alienated

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

When a company is unable to honor a written request for a contribution to charity, what is the best way to refuse the request?

With an indirect refusal that focuses on the charitys good work

With an open-ended phone call

With a direct refusal based on political ideologies

True or False: When refusing an internal request, it is not a good idea to provide an alternative.

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 Sean Caddell

City Hall

3495 Galvin Boulevard

Blend, OR 98675

Dear Mayor Caddell:

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,

Yvette Iverson

True or False: The body 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.

What is the first step you should take when a problem arises?

Call the individual customer.

Disguise the problem as a technical error.

Explain to the customer what they did that caused the problem.

Read the following scenario, and answer the following question.

You are the owner of a global office furniture company based in New York City. One of your large retailers in Mexico City informs you in an e-mail that the last shipment of desk chairs did not arrive. You check the shipping records, find the shipping date, call the shipper, and locate the missing shipment. You guarantee its delivery in four days. You then e-mail the retailer to explain the new shipping date, and you ask your office manager to write a letter to the retailer. The office manager asks you why you would choose to send a letter.

What is your response? Check all that apply.

I dont want there to be a record of this incident.

It is a faster way to communicate.

I already contacted the client via e-mail, and I need to confirm our follow-up procedures.

I need to establish a record of the incident and promote good relations.

What are your goals when writing a letter denying credit? Check all that apply.

Avoiding language that causes hard feelings

Raising false expectations

Avoiding disclosures that could cause a lawsuit

Including disclosures that could cause a lawsuit