Write the following refusals so that they use passive-voice instead of active-voice verbs.

1. We do not allow used merchandise to be returned or exchanged.

2. Managers may not advertise any job openings until those positions have first been posted internally.

3. Your car rental insurance does not cover large SUVs.

4. We cannot meet the sales income projected for the fourth quarter.

5. Titan Insurance Company will not process any claim not accompanied by documented proof showing that a physician treated the injuries.

You can further soften the effect of bad news by placing it in an introductory subordinate clause that begins with although, since, or because. The emphasis in a sentence is on the independent clause. Instead of saying We cannot serve you on a credit basis, try Because we cannot serve you on a credit basis, we invite you to take advantage of our cash discounts and sale prices. Revise the following so that the bad news is de-emphasized in a dependent clause that precedes an independent clause.

6. Unfortunately, we cannot accept personal checks or unauthorized credit. We encourage you to submit your credit application online before coming to the eBay auction.

7. During the summer we do not reserve beach suites for less than three-day packages, but at other times we can rent for shorter periods.

8. It is impossible for us to ship your complete order at this time. However, we are able to send the two armless task chairs immediately.

9. Air Pacific cannot possibly honor the $51 flight to Fiji that erroneously appeared on Travelocity. We are eager, however, to provide a compromise price to customers who booked the erroneous price.

Bad news can be de-emphasized by implying a refusal instead of stating it directly. Revise the following refusals so that the bad news is implied. If possible, use passive-voice verbs and subordinate clauses to further de-emphasize the bad news.

10. Because of the holiday period, all our billboard space was used this month. Therefore, we are sorry to say that we could not give your charitable group free display space. However, next month, after the holidays, we hope to display your message as we promised.

11. We have received your application to enroll your spouse as a dependent in the group insurance plan. But we must reject it because you just missed the deadline. Applications will not be accepted again until January 1, at which time you may enroll your wife.

12. We will not be able to make a pledge in the annual St. John's fund-raising campaign this year. At this time our cash is tied up in building a new production facility in Southport. We look forward to being able to support your campaign in coming years.

13. No one can attend the meeting that you are want to schedule for June 1. Team members are busy on other projects and need more advance warning. How about scheduling a meeting during the week of June 7?

14. We appreciate your interest in our organization, but we are unable to extend an employment offer to you at this time.

15. Air Pacific cannot possibly honor the $51 flight to Fiji that erroneously appeared on Travelocity. We are eager, however, to provide a compromise price to customers who booked the erroneous price.

Answer rating: 100% (QA)

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