A Customer Writes to You Seeking Free Repairs for a Laptop

A customer writes to you seeking free repairs for a laptop manufactured by your company. From the customer's letter it is clear that the modifications she made to the computer void the warranty and leave her responsible for the repair costs.
-Which of the following statements about buffers is true?

A) A buffer is a closing statement that comes after the bad news.
B) A buffer tends to aggravate the adverse impact of the bad news.
C) A buffer should obscure the fact that the bad news may be coming later in the message.
D) A buffer can provide a context for the message or provide positive information that builds goodwill.
E) A buffer should divert the audience from the main idea of the news.