A woman returns a formal dress to your store.It is stained and has a rip at the hem line,but she says she is returning it unworn because it doesn't fit.Which of the following would be the best way to inform her of your refusal to give a refund?
A) State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked.
B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn't fit.
D) Use humor to soften the blow of your refusal.
E) You're not the first to try this, so forget it.

Question

Quizplus · Accepted Answer

B)Use the indirect approach because the audience is expecting or hoping for a positive response.Indicate your full understanding of the nature of the complaint.Explain why you are refusing the request,without hiding behind company policy.Provide an accurate,factual account of the transaction.Emphasize ways things should have been handled rather than dwell on the reader's negligence.Avoid any appearance of defamation.Avoid expressing personal opinions.End with a positive,friendly,helpful close.Make any suggested action easy for readers to comply with.

A Woman Returns a Formal Dress to Your Store