In denial messages you must establish the proper tone and use you ...

[fox]

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.
  Indicate whether the statement is true or false

Question 2

The reasons-before-refusal plan works well when denying claims.
  Indicate whether the statement is true or false

[helenmarkerine]

Answer to Question 1

False

Answer to Question 2

True