Not all customer orders can be filled as received. When you are unable to fill an order and must deliver the bad news, you should avoid bad feelings and complications by beginning your message with (a lengthy explanation/ a positive statement/ a description of the bad news) that also reveals the facts. 1.What is the most important aspect of announcing rate increases and price hikes? a.Explaining the reasons and linking the increase to customer benefits b.Linking the explanation for the increase to company profits c.Presenting the situation as out of the companys control Read the scenario, and then answer the question. A customer has sent you a claim to replace his stereo system that was damaged by an electrical surge. Due to the nature of his extended warranty and the circumstances surrounding the damage, you must deny his claim. You can, however, offer him a rebate on his next purchase. 2. What can you include in your denial to rebuild the customers confidence in your products? a. Exact quotes from the warranty b. Resale or promotional information about your upgraded stereo systems c. Professional references for your employees 3. What are your goals when sending a message that refuses credit? Check all that apply. a. Avoiding language that causes hard feelings b. Retaining the customer on a cash basis c. Avoiding disclosures that could cause a lawsuit d. Preparing for possible future credit without raising false expectations