When Denying a Customer Request, All of the Following Can

question 21

Multiple Choice

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

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Definitions:

Nondeclarative Memory

A type of long-term memory that stores knowledge of procedures and how things are done, rather than explicit facts or events.

Bicycle

A human-powered, pedal-driven vehicle with two wheels attached to a frame, one behind the other.

Pedaling

A physical activity involving the use of legs to move pedals in a circular motion, commonly associated with bicycling or exercising on stationary bikes.

Semantic Memory

is a type of long-term memory involving the capacity to recall words, concepts, or numbers, which is essential for the understanding of language and the world around us.