Should you use a buffer or can you be direct when refusing Mr. Wright's request?

a.Bad-news messages always require a buffer. It's the best option when a businessperson wants to be polite.

b.A buffer helps by softening the blow, for example, when a donor's gift is rejected. When in doubt, use a buffer.

c.Business is no-nonsense and being gentle when refusing a gift is not necessary. Being direct doesn't hurt.

Which opening is most appropriate for the refusal letter to Mr. Wright?

a.Like many nonprofit organizations, Beacon Aid receives occasional offers from well-meaning organizations such as yours that wish to donate used computing equipment. We sincerely appreciate the intent that prompted your company's potential gift of assorted surplus electronics.

b.Thank you for offering to give us your excess computers! Unfortunately, we are unable to accept used computing equipment. Pre-owned machines cost us a bundle in the past and we just can't risk having to fix broken electronics.

c.How nice of you to offer to give us your computer systems! We sure can use any type of gift, whether money, goods, or services. Donations are not just tax deductions for our benefactors; rather, they sustain us so that we may continue to serve the public.

In an indirect message, valid reasons for the refusal are presented before the bad news. Which option is most effective?

a.We're very sorry but our policy does not allow us to accept donations of used computing equipment.

b.We had to establish guidelines for the acceptance of used computing equipment because only new computers provide warranties, compatible software, and come with matching peripherals.

c.If we accepted your rather dated desktops and laptops, we would risk software incompatibility, high repair bills, and substantial replacement costs for missing input and output devices.

Which statement best conveys the bad news of the refusal?

a.We were able to save valuable resources that otherwise might have been spent on keeping out-of-warranty gear in working order and on missing peripherals such as monitors, keyboards, and mice.

b.We regret to inform you that we cannot accept your used computing equipment as much as we appreciate your offer.

c.To ensure compatibility, proper software licensing, and the same useful life of the equipment, we decided to accept only new and complete systems.

Which closing follows the writing plan for refusing requests and is the best fit?

a.We value your kind offer, Mr. Wright, and this is why we suggest that you contact local nonprofit refurbishers who typically accept computers that are up to five years old. Alternatively, consider entrusting your used electronics to a certified recycler who will salvage useful components and dispose of the computers in an environmentally responsible fashion. Your tax accountant should be able to tell you whether you are eligible for a tax deduction in either case.

b.Although we could not accept your donation, Mr. Wright, we enjoyed hearing from you. We hope you will not hold our refusal of your donation against us. We are confident you understand that we do not frivolously reject corporate gifts.

c.It was a true pleasure to serve you, Mr. Wright! We are always happy when we encounter generous individuals or corporations that are willing to make our planet a better place. We wish you all the best for your future endeavors and hope to hear from you again soon.