Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:
A) use negative words to deny the requested loan.
B) blame the customer for his or her inability to repay the requested loan.
C) use the indirect approach.
D) start the message with the bad news.

Question

Quizplus · Accepted Answer

Using the indirect approach allows Bill to soften the impact of the denial by leading with an explanation or positive statement before delivering the bad news, which is a more tactful and professional way to communicate unfavorable decisions.

Bill Is the Customer Relationship Manager at a Bank