Question 5

You are writing a negative message that includes the sentences below. According to the text, which sentence is the most important?

Question 5 options:

	We are very happy that you chose to purchase two dozen XL200 black printer cartridges.
	We at TechMart Office Products strive to please all of our customers.
	Your receipt indicates that you purchased two dozen XL200 black cartridges nine months ago. The cartridges have a long shelf life, but the ink may degrade over time? therefore, we guarantee optimal printing results for a period of six months from the date of purchase, as indicated on the receipt.
	We cannot issue a refund for the two dozen XL200 black printer cartridges you purchased nine months ago.

Question 6

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Which sentence best illustrates the advice the text gives about writing a negative message?

Question 6 options:

	Although your GreenGrow LM96 lawnmower is no longer covered by warranty, I have enclosed a credit voucher of $50 toward the cost of having it repaired at the nearest authorized GreenGrow repair depot.
	We're sorry that we cannot issue a refund for the full purchase price of the GreenGrow LM96. Please refer to the details of our warranty at www.greengrow.com.
	If you had read and saved the warranty information included with the GreenGrow LM96, you would know that the lawnmower is no longer covered by our refund or replacement guarantee.
	Because the watch was damaged, we will not be able to give you a full refund.

Question 7

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Messages that break bad news should be written in a way that explains the bad news and retains goodwill at the same time.

Question 7 options:

	True
	False

Question 8

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You should not admit blame in a negative message if it might prompt a lawsuit.

Question 8 options:

	True
	False