Negative Messages About Business Transactions Are Designed to

question 37

Multiple Choice

Negative messages about business transactions are designed to

• A)confirm the customer's expectations.
• B)explain how you plan to resolve the situation.
• C)show the audience that whatever has happened,your company is not at fault.
• D)let the audience know which of your employees caused the problem.
• E)shield the company from liability,even if you must blame another organization.

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Definitions:

Relationship Investment

The amount of time, energy, and resources put into developing and maintaining a relationship.

Need to Belong

The inherent human desire to form and maintain strong, stable interpersonal relationships.

Trait Self-Control

The enduring ability of an individual to regulate their emotions, thoughts, and behaviors in the face of temptations and impulses.

Mere Exposure Effect

The phenomenon by which people tend to develop a preference for things simply because they are familiar with them.