Which of the following best presents the bad news in a message ...

[APUS57]

Which of the following best presents the bad news in a message refusing a customer's claim?
 A) We are sorry that we cannot give you a full refund for your DVD player.
 B) Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.
 C) The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your DVD player.
 D) Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.

Question 2

You can soften the blow of the bad news in refusing a typical request or claim by
 A) emphasizing the bad news.
 B) using the active voice.
 C) implying the refusal.
 D) accentuating the negative.

[enass]

Answer to Question 1

D

Answer to Question 2

C