Dorian has received a message from a customer. The customer claims that the wooden rocking chair she bought from Dorian's company was ruined in the rain, so she wants her money back. The furniture Dorian's company makes is all intended for inside use, and this is stated in the care guide given to each customer at the time of sale. In order to respond to this customer, Dorian needs to write

Multiple Choice

• an adjustment refusal.

• an apology note.

• a negative announcement.

• a sales message.

• a claim letter.

Which of the following is true of writing negative announcements that maintain goodwill?

Multiple Choice

• Your first step should be to determine your overall strategy.

• As your reader is likely to be disappointed, you must write your announcement using the direct order.

• You should begin your message positively despite the risk of misleading your readers.

• You should end your announcement with a well-written apology.

• You should not attempt to help solve the problem that the negative news may have created for your reader.