When denying a customer request, all of the following can soften the bad news EXCEPT ________.
A) expressing empathy for the customer's situation
B) offering an incentive, like a discount, to encourage future business with the customer
C) stating that company policy prohibits the request
D) offering an alternative solution to the customer's request
E) positioning the good news, if any, before the bad news to act as a buffer
Correct Answer:
Verified
Q42: Evaluating a bad-news message _.
A)is a good
Q48: You will not be able to meet
Q49: Research shows that customers tell nearly _
Q50: All of the following approaches may be
Q50: You've expressed the bad news and advised
Q53: Denying a request or invitation _.
A)is something
Q54: You had to let a client know
Q55: In today's team-based businesses, collaboration often creates
Q56: When a company must deny a customer
Q58: Your audience will be less open to
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