Question

which of the following is the best order when writing an external critical message to an existing customer?
○ buffer, reasons, close
○ buffer, reasons, criticism
○ criticism, buffer, reasons

Explanation:

When writing an external critical message to an existing customer, starting with a buffer (a positive or neutral opening) softens the blow. Then presenting reasons helps the customer understand the situation. Ending with a close is appropriate rather than ending with just criticism. Criticism first would be too harsh and may damage the customer - relationship.

Answer:

A. buffer, reasons, close