1. Mary was asked to deal with a customer complaint that had not been satisfactorily dealt with over the course of 6 weeks during which many attempts to satisfy the customer's concerns failed. She began her message to the client by identifying herself as the vice president of Customer Affairs. As a good communicator, she did this? ________.

A. to let the customer know there were no options remaining to solve the issue

B. to make the customer feel inferior to her

C. to show the customer the problem had escalated

D. to induce the customer to stop complaining and listen

E. to establish her credibility to speak for the company

2. When using the direct approach for negative messages, you should do all the following EXCEPT which one?

A. Proceed to the reason for the situation or decision.

B. Maintain a? calm, professional tone.

C. End with a respectful statement.

D. Always end on a false positive to protect yourself against lawsuits.

E. Open with the bad news.