When closing a negative message on a respectful note, what types of statements should be avoided? A) Those that offer an apology when you have done nothing wrong B) Those that indicate how the organization plans to avoid the error in the future C) Those that include alternative solutions D) Those that create false hopes E) Those that use positive language Which of the following is one of the goals of responding to a request when a sale is involved? A) Explain third party relationships B) Provide simple yes or no responses C) Respond and answer all questions D) Eliminate any resale information E) Avoid a specific response to any complaints In a routine request, what should be included in the body of the message? A) An explanation of the request B) Benefits to you if the request is granted C) How to reach you if there are questions about the request D) Benefits of a timely response E) The specific request