1)Mark the best of these sentences in the negative news part of a message declining to accept the return of a product

1)Mark the best of these sentences in the negative news part of a message declining to accept the return of a product.

1. 1. 1. State law prohibits us from returning all such products to stock.
      2. Since you have broken the seal, state law prohibits us from returning the product to stock.
      3. You made the mistake of breaking the product’s seal, which prohibits us from returning the product to stock.
      4. If you had not broken the seal, we could return the product to stock.
      5. We can understand why you broke the seal, but this action prohibits us from returning the product to stock.

2. Mark the best description of the opening of a message refusing a request.

1. 1. 1. A statement indicating receipt of the preceding message
      2. A direct answer to the request
      3. An on-subject comment that is neutral as to answers
      4. A review of the preceding communications
      5. A thank you for the inquiry

3. Mark the beginning of the clearest and most positive wording of the refusal in a message turning down a request.

1. 1. 1. I am sorry to inform you that . . . .
      2. I must refuse your request for . . . .
      3. Your request cannot be considered favorably . . . .
      4. These facts clearly show that your request cannot . . . .
      5. The best we can do at this time is to . . . .

4. Which one of the following topics normally would be the most inappropriate for the close of a message refusing a request?

1. Sincere wishes for the reader's future success
2. Some helpful comment or suggestion
3. An expression of interest in the reader's activities
4. An apology for not being able to help
5. A suggestion of a counter-proposal

5. Mark the best of five beginnings of a message refusing an adjustment on an electric mixer.
   1. Thank you for your message telling us about your problems with your Mix-Well.
   2. Yes, you should not have experienced problems with your Mix-Well.
   3. You are right about expecting your Mix-Well to stand up under normal kitchen use.
   4. Your message of the 16th has been received and referred to me for attention.
   5. I am pleased to have your message of the 16th.

6. In an adjustment-refusal message, the best place to state the refusal is: A) early in the opening sentence so as not to tantalize the reader.
   2. immediately following the explanation that justifies it.
   3. at the end of the message following detailed supporting reasons.
   4. at the beginning of the last paragraph following supporting reasons.
   5. at the end of the first paragraph following introduction of the situation.

7. The most appropriate ending of a message refusing an important request would be: A) a final reminder of the main reason for the refusal.
   2. a sincere expression of regret.
   3. a reader-advantage transition.
   4. specially adapted goodwill talk.
   5. an apology for any inconvenience caused.

8. Which of these sentences forms the best beginning of a message refusing a request for free use of equipment for a charity?
   1. We have received your January 11 message requesting to use our duplicating equipment.
   2. Your kind message of January 11 has been given to me for attention.
   3. We deeply regret that our duplication equipment cannot be loaned at this time.
   4. Your fund-raising plans are most commendable and deserve all the cooperation we are able to give.
   5. Although we would like to grant your January 11 request, we are not able to at this tim

9. Choose the most appropriate of these wordings handling the refusal of a request. A) We cannot permit . . . .
   2. Although we'd like to, we cannot permit . . . .
   3. For these reasons, the best we can do is to . . . .
   4. We deeply regret to inform . . . .
   5. We are sorry to say that . . . .

10. Which of these subject-line wordings is best for a message refusing to make an adjustment?
    1. Refusal of your July 7 claim
    2. Why your July 7 claim is not justified
    3. The facts concerning our request for adjustment
    4. Your recent request for adjustment E) Your July 7 request for adjustment

11. Which of these is the best wording of the refusal in a refused-request (adjustment) message?
    1. The best we can do is . . . .
    2. It would be better if . . . .
    3. We must refuse . . . .
    4. I regret to inform you . . . .
    5. These facts clearly support the policy of . . . .

12. Mark the best of five closing sentences for a message refusing to participate as a speaker on a program.
    1. I wish you a most successful meeting.
    2. May I say again that I regret that I must refuse.
    3. I sincerely hope that you understand why I make this decision.
    4. Perhaps next time I will not have to refuse.
    5. Please forgive me this tim

13. Mark the sentence that most appropriately presents a reason supporting the refusal of a claim for adjustment.
    1. Our contract, signed by you, clearly denies our liability in this case.
    2. If you had read our contract, you would know that liability is not ours.
    3. Paragraph 2 of our contract clearly shows that your claim is without foundation.
    4. As noted in paragraph 2 of our contract, we are liable only when our personnel install the equipment.
    5. That your claim is not valid is clearly explained in paragraph 2 of our contract.

14. Credit-refusal messages have much in common with other refusal messages, but they tend to be more "touchy" than the rest primarily because they: A) deal with more money.
    2. reflect on the applicant's character.
    3. deal with dishonest people.
    4. deal with more sophisticated readers.
    5. deal with people who don't understand the ways of business.

15. Mark the best of five sentence beginnings carrying the refusal in a credit-refusal message.
    1. We should like to grant your request but we must decline . . .
    2. In review of these considerations the best we can do for you at this time . . . .
    3. Although we should like to, we are sorry to say that . . . .
    4. You will understand how sorry we are to refuse . . . .
    5. It is with genuine regret that I must refuse . . . .

16. In a message refusing to grant credit, the best place to state the refusal would be: A) in an interest-catching opening.
    2. after any compromise suggestion that might be made.
    3. after explanation of the basis of the refusal.
    4. in the middle of the opening buffer paragraph.
    5. at the beginning of the second paragraph.
17. Mark the best of five sentences denying credit to a bad moral risk.
    1. You will understand, I am sure, why we grant credit only to good moral risks.
    2. As your credit report indicates that cash buying would be best in this case, may we suggest that you take advantage of our special December discounts.
    3. Your long record of nonpayment makes it imperative that we ask you to buy for cash only.
    4. You will have to buy for cash, for your record does not justify credit.
    5. I am sorry to report that we must decline your request for credit.

18. Indicate the best opening sentence to a message refusing a request for credit that accompanied an order for goods.
    1. We are sincerely grateful for our order and your credit application.
    2. Your credit application and order have been received.
    3. We sincerely regret that we cannot grant your request for credit.
    4. You will understand, I feel certain, why we must refuse your request for credit.
    5. Please try to understand why we must ask you to buy on a cash basis.

19. Mark the best of five sentences beginning a message refusing credit to a weak capital risk.
    1. Thank you for your recent application for credit.
    2. Even though we sincerely appreciate your desire to do business with us, we are forced to limit our credit at this time.
    3. We have received your application for credit and have given it our careful evaluation.
    4. We are most grateful for your credit application and will do all we reasonably can to get your business starte
    5. We sincerely regret to inform you that your request for credit must be denied at this tim

20. The best description of appropriate closing material for a message declining credit would be:
    1. a suggestion of cash buying.
    2. a comment about your prices, merchandise, or service.
    3. a forward look to appropriate future relations.
    4. all of the above.
    5. none of the abov

21. If any of the following subjects are not appropriate for the close of a negative announcement, mark it.  If all are appropriate, mark E.
    1. a positive look forward
    2. an affirmative, positive relationship
    3. an expression of gratitude
    4. a promise not to present additional bad news
    5. all of the above