Multiple Select QuestionSelect all that applyWhich of the following were findings from research on the delivery of bad news in the financial industry?Multiple select question.Customers suspect banks that use vague language.Complete explanations drastically increased customers' trust in the bank.Complex legal jargon increased customer confidence.Clear, specific language promotes trust.

Multiple Choice QuestionResearch indicates that when banks told customers why they reached bad-news decisions,Multiple choice question.the customers felt that they were being patronized.other banks refused to deal with them.the banks' profits declined steeply.it increased the trust that customers felt toward the banks.

Multiple Select QuestionSelect all that applyWhich of the following are recommended practices for written bad-news communications to customers?Multiple select question.Include the same basic elements as other bad-news messages.Use aggressive verbs and "you" statements.Point out alternatives the customer can control.Focus on the effect of customers' actions on the company.

Multiple Select QuestionSelect all that applyWhich of the following are true of routine business messages? (Choose every correct answer.)Multiple select question.Readers usually respond positively to them.They convey straightforward information.They generally take a great deal of time to compose.In-depth analysis is required for their preparation.Readers are unlikely to resist them.

Multiple Select QuestionSelect all that applyWhich of the following are appropriate for an effective delivery in person of bad news to a client?Multiple select question.a buffer to let the person get ready emotionally to hear the newsa rationale followed by the bad newsan explanation of how the news will immediately affect the person's situationa closing that focuses on prior disagreements

Multiple Select QuestionSelect all that applyWhich three services do many commercial banks offer to customers?Multiple select question.Offering home equity loansBusiness counselingSafe-deposit box rentalIssuance of credit cardsLife insurance policiesMutual fund investment