Which of the Following Exemplifies a Good Way to Present

question 7

Multiple Choice

Which of the following exemplifies a good way to present bad news to a customer?

• A) The tablet was damaged because you used it improperly, so we cannot offer a replacement.
• B) I cannot help you in any way as the fault is entirely yours for not reading the product documentation.
• C) You were informed of the rules prior to purchase. Hence, we cannot accept your claim.
• D) You made the mistake of misusing your product, so I cannot help you in any way.
• E) In the interest of fairness, we cannot offer customized discounts to selective customers.

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Definitions:

Time-consuming

Activities or tasks that require a considerable amount or length of time to complete.

Education and Communication

The processes and methodologies used to share knowledge and information effectively among individuals.

Explicit and Implicit Coercion

The use of direct or indirect pressure or force to compel someone to do something against their will.

Overcome Change Resistance

Strategies and methods implemented to manage and reduce resistance from employees or stakeholders when an organization undergoes changes.