Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:
A. use negative words to deny the requested loan.
B. blame the customer for his or her inability to repay the requested loan.
C. use the indirect approach.
D. start the message with the bad news.
C
In his reply to the customer's request, Bill should use the indirect approach. Never start your
message with bad news. Preserving goodwill toward your company should be your goal in all
business writing.
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