What four guidelines should you follow in writing effective closings to negative messages?
What will be an ideal response?
Answer: (1) Avoid a negative or uncertain conclusion—there's no need to refer to, repeat, or apologize for the bad news. (2) Manage future correspondence. Don't encourage additional communication unless you're willing to discuss your decision in more detail. (3) Be optimistic about the future instead of anticipating problems with statements such as, "Should you have any further problems, please let me know." (4) Be sincere, avoiding meaningless clichés.
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Roni discovers that she and a prospect belonged to the same sorority at different colleges in different decades. Should Roni mention this to the prospect?
A) No. Roni should not attempt to use this commonality to gain an unfair advantage in selling. B) No. The prospect will unlikely be interested in any commonalities she shares with Roni. C) Yes. Roni should ask the prospect detailed questions about what sorority life was like ten years earlier in an attempt to understand the older generation. D) Yes. Roni should mention the commonality as a way to establish initial rapport with the prospect. E) Yes. Roni should exploit the commonality to become friends with the prospect and see each other socially so the prospect will definitely buy from Roni.
If a difficult customer becomes abusive:
A) Take the inappropriate behavior personally B) Expect conflict, but not accept abuse C) Yell back D) Ignore company policy and tell him or her to leave