Describe the format for writing a message to deny a claim
The inductive approach is helpful in communicating disappointing news to customers. Presenting the explanation for the refusal first leads customers through the reasoning behind the decision and helps them understand the claim is unjustified by the time the refusal is presented. Tone is especially important when denying claims. Present the reasons objectively and positively without casting blame or judgment on the customer for the problem. Avoid lecturing a customer on the actions he or she should have taken to have avoided the problem. Finally, close the message with resale or sales promotional material that indicates you expect future business. Although disappointed with your decision, customers continue doing business with companies who make fair, objective decisions and communicate the reasons for those decisions in a positive, respectful manner.
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According to Cascio (1991), which of the following is NOT a way of defining the quality of a job candidate?
a. the proportion who are successful on the job b. the average numeric value of an outcome of interest (such as number of products sold or customers served) c. the dollar amount of benefit resulting to the organization (such as the annual increase in revenue) d. the degree of how positive a job evaluation is written by an immediate supervisor
Gary is taking out a $5,000 loan for 1 year at an APR of 12%. His bank has offered him a loan using the add-on method. Using first the financial calculator method and the add-on method calculate Gary's monthly loan payment
A) $444.24; $466.67 B) $475.00; $448.94
________ are groups of nominated or elected employees who must be consulted when management makes decisions involving personnel.
A. Task forces B. Cross functional teams C. Work councils D. Board representatives
You have recently started a small business. Your primary competition is much larger and can benefit from economies of scale that keep its costs (and prices) significantly lower than yours. To be competitive, it is important for you to
a. clearly differentiate your product or services. b. grow so that you can reduce your costs to match those of the competition. c. keep your workforce wages low to reduce your current costs. d. There is not enough information to provide an answer.