Which of the Following Can Soften the Bad News When

question 46

Multiple Choice

Which of the following can soften the bad news when denying a customer request?

• A)Making the customer feel guilty about requesting
• B)Stating that such requests in the future will not be entertained
• C)Stating that company policy prohibits the request
• D)Offering an alternative solution to the customer's request
• E)Asking the customer to read the service guidelines before sending a request in the future

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Definitions:

Selling and Administrative Expenses

Costs associated with the daily operations of a business that are not directly linked to producing the product or service but are necessary for selling and managing the business.

Plowback Ratio

A financial metric indicating the proportion of earnings a company decides to retain for reinvestment, rather than distributing as dividends.

Sustainable Growth Rate

The maximum rate at which a company can grow using its generated profits without resorting to external financing.

Capital Intensity Ratio

A metric that measures the amount of capital needed per unit of output, indicating the extent to which a firm or economy relies on capital to produce goods and services.