Bad-news messages to customers differ from other bad-news messages in what one major way?
A) They always include an apology.
B) They omit the reasons for the bad news for legal purposes.
C) They usually include resale information or sales promotions.
D) They always imply the bad news.

Question

Quizplus · Accepted Answer

Bad-news messages to customers usually include resale information or sales promotions as a way to soften the blow of the bad news and maintain a positive relationship with the customer. This differs from other bad-news messages, such as those to employees, which may not include such information. Option A is not always applicable, depending on the situation. Option B is not necessarily true or applicable in all cases. Option D is not always advisable as being too indirect can lead to confusion or misunderstanding.

Bad-News Messages to Customers Differ from Other Bad-News Messages in What