Chat with AIExam 6: Delivering Good and Neutral News Messages
After consideration of a customer's request for a partial product refund due to repeated repairs,you have determined that you should comply.Which of the following is NOT part of your effective adjustment message?
(41) 
VerifiedB
You have been asked to provide a credit reference for a customer.Which of the following will be part of your written response?
(30) VerifiedC
Extension of Credit to InfoSearch
You have received a request for credit from a company called InfoSearch for online databases available from your company.You are a vendor for information databases,and subscribers to your services may contract for 12-month access to this information.You offer various service packages that provide access to specific databases.InfoSearch wants the Standard Package which allows access to a selection of your company's available databases.The extension of credit will allow InfoSearch to order additional levels of service as needed and pay for them on a monthly basis.
Required:
Send a letter,stating that credit is granted,to Olena Androgenski at InfoSearch.
(34) VerifiedThe body of the message should be written deductively,beginning with the extension of credit and the reason for the credit approval.
Introduce the credit terms for the annual subscription to the Premier Package.Present resale to remind InfoSearch of the wealth of information available through your online databases.Include a positive statement of a new database that will soon be available to subscribers to the Premier Package.End the letter with a positive,forward-looking idea of an on-going business relationship.
A proposed solution follows:
Dear Ms.Androgenski:
We're pleased to welcome you as a new subscriber to our Standard Package,one of the best bargains in functional collections of research databases available today.Our databases offer current information from thousands of quality sources that cover every topic imaginable.In fact,we're ranked among the top database vendors for comprehensive information and quality service.The subscription to the Standard Package will be effective immediately to your company.Because of the excellent credit rating for InfoSearch,we'll start your service today,with monthly billing sent electronically at the start of next month.Simply submit payment within ten days after billing to avoid late fees.You may add additional services as needed.Should you choose to cancel your annual subscription,please notify us within 30 days of the expiration date.We will continue your subscription next year unless notified.It's as simple as that! No hassle with annual renewals.You'll get uninterrupted service from an excellent provider.
Next month,we'll be adding two new databases to our Standard Package.As a new subscriber,you can automatically take advantage of these.You'll always get the best information available because we make it our daily job to stay on top of current electronic sources.You'll benefit by this as we regularly add new databases to our Standard Package services.
Our customer service representatives are available 24/7 to answer your questions.After all,providing and accessing information is our number one goal.We're here when customers need us.Enjoy your new subscription today,and call if you need us.
The strategies for routine claims and persuasive claims differ because with a persuasive claim,a request will likely be granted only after explanations and arguments have been presented.
(34) Manual,a credit supervisor,must write a letter informing a new client that her credit application has been approved.What writing sequence should he use?
(31) A well-written message acknowledging a customer's order usually will likely result in
(28) Which of the following is recommended advice when writing an appreciation message?
(39) Claims related to product warranties,guarantees,or contractual conditions are typically ____ claims.
(39) Customer Requests Information for Returning Product
The customer service department of Software Solutions received a letter from Latif Ahmed stating that he placed an order for the AccTabs accounting software and instead received a software package entitled ThirdWave.He would like to receive a UPS account number to use when returning the product so that he will not have to pay the shipping,as well as instructions for packaging and labeling the returned product.
Required:
Write an e-mail message as the customer service manager of Software Solutions responding to Mr.Ahmed's requests.Include an appropriate subject line and message body in your solution.
(32) Zappos,an Internet business success story,has built its success on outstanding customer service.Which of the following is NOT part of Zappos' strategy?
(40) Which of the following is NOT good advice for writing a routine claim?
(29) Mary has a neutral message to deliver to a co-worker.What delivery options would be the most effective?
(33) Cultural beliefs and practices impact the ways specific cultures organize messages.
(39) It is acceptable to send a message of appreciation that includes strong,somewhat exaggerated language when the sender believes the statements to be true.
(35) An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message.
(34) The impersonal nature of form letters makes them inappropriate for business purposes.
(36) If you need to convey information that contains good- or neutral-news,you could use
(33) Asking a colleague or employee to walk through the steps outlined in a procedural document is recommended prior to finalizing the document.
(33) Appreciation letters that are not sent in a timely manner may arouse questions about the sender's motive.
(34) The organization of business messages should be organized based on
(28) 
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