Question

Susan needs to communicate a denial of warranty work to a customer. Based on her conservations with the customer, Susan feels that the information will evoke a negative response. In this context, which of the following formats should Susan use to organize the information in his message?

a. Chronological order
b. Direct order
c. Critical order
d. Indirect order
e. Complex order

Answer 1

Answer:

d. Indirect order

Explanation:

Based on the information provided it can be said that Susan should organize the information as an indirect order. This refers to avoiding direct orders and phrasing everything in such a way that we make a request in a more polite way, using words such as want, would like and would love. This will lighten the tone of the conversation and prevent the client from evoking a negative response while still being able to convey the correct information.