The final sentence in a refusal claim message should focus on: ...

[nautica902]

The final sentence in a refusal claim message should focus on:
 a. future business with the customer.
 
  b. asking the recipient to call if he or she has further questions.
 
  c. an apology for having to refuse the claim.
 
  d. an offer to review the claim at a later time.

Question 2

Since tone is important in a claim refusal, what should the sender strive to do?
 a. State the reason for the refusal objectively and positively.
 
  b. Cast blame or judgment on the customer.
 
  c. State what the receiver should have done to avoid the problem.
 
  d. Enforce the company's policy.

[amcvicar]

Answer to Question 1

a

Answer to Question 2

a

[nautica902]

Excellent

[atrochim]

TYSM