When Denying a Customer Request, All of the Following Can

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