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Quick Quiz
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1
Which of the following words has a negative connotation?
A)Afraid
B)Error
C)Objection
D)All of the above
2
When you are at fault, you should
A)Immediately issue an apology.
B)Consider corporate policy regarding apologies.
C)Ignore the situation; it will blow over.
D)None of the above
3
Do NOT apologize when
A)You don't know whether any inconvenience has resulted.
B)You are not at fault.
C)Both of the above
D)None of the above
4
When you need to de-emphasize bad news, consider
A)Telling the reader immediately in the message.
B)Hedging your statement by putting the negative statement in the middle of a paragraph.
C)Leaving the bad news out of the message.
D)None of the above
5
Always be positive, even if it means distorting the truth.
A)True
B)False
6
Words never have hidden negative meanings.
A)True
B)False
7
Focusing on alternatives is a way of being positive in an otherwise negative situation.
A)True
B)False
8
How could you change "I'm sorry to inform you that your delivery won't be shipped until next week" to a positive statement?
A)I'm sorry to inform you that your order will be shipped on Monday.
B)Your order will be shipped on Monday.
C)Unfortunately, your delivery can't be shipped until Monday.
D)Your order will not be shipped until Monday.
9
Anxious is a commonly misused word. (Many people put it at the ends of letters; e.g., "I am anxiously awaiting your reply.") What does anxious really mean?
A)Eager
B)Nervous
C)Ardent
D)Ready and willing
10
When you are writing negative messages, you must be empathetic. Why?
A)You don't really need to be empathetic
B)So it will appear as if you are considerate and polite
C)So you can organize the information to satisfy the customer and give you and your company a good image
D)Most customers respond to empathy
11
Using the "glass is half full" philosophy when you are dealing with negative messages helps you to:
A)Distort the message
B)Fool the reader
C)Limit what you tell the reader
D)Focus on alternatives
12
Your customer has asked for a refund but hasn't provided you with enough information. Which example uses the best tone and politeness?
A)Please send your original receipt so we can send you a refund.
B)Unfortunately, you didn't send your original receipt.
C)We can issue a refund if you send your original receipt.
D)Send in your original receipt so that we can issue a refund.
13
When a delay or problem is due to circumstances beyond your control you will still need to apologize.
A)True
B)False
14
Messages directed to a subordinate should differ from one directed to a supervisor in its ______.
A)Gender bias
B)Length
C)Tone
D)Clarity
15
When an apology is appropriate, make it
A)At the end of the letter so that the thought stays with the reader
B)Early, briefly and sincerely
C)Repeatedly and enthusiastically
D)Quickly and quietly





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