Answer to Question 1
Answer: B
Explanation: B) In instances in which the reader may not initially view the information positively, use the body of the message to highlight the potential benefits from the reader's perspective.
Answer to Question 2
Answer: A
Explanation: A) A prompt, gracious, and thorough response will positively influence how people think about you and the organization you represent. When you're answering requests from a potential customer or other decision maker, look for subtle and respectful ways to encourage a decision in your favor.