The categories of routine replies and positive messages include all of the following EXCEPT
A) answering requests for information and action.
B) granting claims and adjustments.
C) refusing applicants' résumés.
D) sending goodwill messages.
C
Explanation: C) Routine and positive messages fall into six main categories: requests for information, claim grants and requests for adjustment, recommendations, routine information, good-news announcements, and goodwill messages.
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