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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. What can you include in your denial to rebuild the customer's confidence in your products? '2 Exact quotes from the warranty Resale or promotional information about your upgraded stereo systems Professional references for your employees When refusing credit, what should you avoid including? Check all that apply. () Disclosures that could cause a lawsuit _] Language that is objective and neutral BD Language that causes hard feelings () An indirect organization pattern