English

Part 2, Section A: Effective Bad News Messages

1. Employees of the company named Garlicia’s have just completed a week-long stay at a hotel that hosted their company’s national sales meeting.

The manager of Garlicia’s was dissatisfied, overall, with the hotel’s service and is tempted to send a message to the hotel’s manager to communicate her disapproval. [6 points; 3 points per question]

A) Based on what you learned in delivering bad news message, why should Garlicia’s manager send a letter or email to the hotel’s manager regarding their disappointing services with the hotel?

Type your answer here in a different font; length suggestion: 2-4 sentences

B) What is an ideal way to begin this type of bad news message? Either provide general advice, or write the first few lines of the message to demonstrate an effective opening.

Type your answer here in a different font; length suggestion: 2-4 sentences

2. NorthStar Wireless has recently hired a temporary employee to manage the reception area in its headquarters building. This temporary receptionist does an outstanding job of scheduling appointments as well as other important office tasks. She is the most skilled temporary helper they have hired, and the manager is pleased with her work. However, there have been some problems with this employee arriving a few minutes late (the office opens at 8:00am) and she also takes too many smoking breaks. Both of these problems leave the front desk unattended much too often. Because they value the good work that she does and because the company doesn’t want to spend the time to train in a new temporary helper, the manager would like her to stay in her role; however, he needs to correct her bad behavior by noting the problem of her late arrivals and instructing her that she cannot take more than two fifteen-minute breaks each day in addition to her lunch hour. [6 points; 3 points per question]

A) How can the manager effectively share this constructive criticism in a way that is both productive but not too discouraging since he wants her to stay in her role? Provide some general advice based on tips you learned from Chapter 7.

Type your answer here in a different font; length suggestion: 2-4 sentences

B) How can he address her tardiness and frequent smoking breaks using positive language and other deemphasizing techniques you learned in Chapters 4 and 7? Provide a specific suggestion by drafting a sample sentence or two.

Type your answer here in a different font; length suggestion: 2-4 sentences

3. When writing a letter that shares bad news, such as denying a request/claim or turning down an offer, why should you avoid concluding with an apology or reiterating your bad news? In general, what is a more effective way to conclude a bad news message? [3 points]

Type your answer here in a different font; length suggestion: 3-10 sentences

4. Inca’s Salsa recently offered a cooking class where guests learned how to make three recipes with their Signature Salsa line. A client who attended the class was not 100% pleased with the experience and wrote an email to request a refund. This request cannot be granted because the customer already participated in the class, and the fees were for the chef’s services and the ingredients that the customer used. [6 points; 3 points per question]

Read the email response to the customer’s request (below), and answer these questions:

A) Based on advice you learned from Chapter 7, what are some effective ways this bad news is presented to the client?

Type your answer here in a different font; length suggestion: 4-8 sentences

B) What are some mistakes Joe Mayo made in his response to the client’s request? What are some specific ways this email could be improved?

Type your answer here in a different font; length suggestion: 4-10 sentences

To: Sue Ellen Mischke
From: Inca’s Salsa, LLC
Subject: Refund Request
Dear Ms. Mischke,
We at Inca’s Salsa are sorry to learn that your experience in the cooking class was somewhat disappointing. We pride ourselves on providing high-quality products and services to loyal customers like you, and we are sorry that you are disappointed with one of the recipes you made in the class and are sorry you felt the chef could have given you more time and guidance.
Inca’s Salsa always grants its customers full refunds for returns on unopened merchandise and for cancellations on class registrations as long as the cancellation is received before the date of the class. Thank you for participating in Chef Poppy’s cooking class and testing out various recipes made with the 100% organic ingredients of Inca’s Salsa. Although a full refund for your class participation is not possible, we value your helpful feedback and know how much you enjoy our salsa, so we are enclosing two free samples of our new Festiva Salsa line. Also included are two recipes for appetizers you can make with these Festiva Salsa blends, which you and your guests are sure to enjoy at your next party.
Again, we are sorry that we cannot grant you a full refund for your class experience, but we thank you for your input.
Sincerely,
Joe Mayo
Inca’s Salsa Customer Service

Part 2, Section B: Effective Persuasive Messages

1. Read the following Sales Message, and answer the questions below it.

The Senior Day Services Program at Forest View Hospital provides a safe place to leave elderly members of your family when you can’t be home with them or just want to lead a normal life. Enclosed you will find a brochure that gives you more information.
Call us at 612-867-5309 to make an appointment to visit our facility. Our counselors will tell you about the different activities they plan each month. We also offer counseling, physical therapy, and many other typical services. Just tell us what you think your family member will need, and we’ll tell you what our policies are.
We are located in the medical district of Harrisburg. Our hours are from 7 a.m. to 6 p.m., Monday through Friday. Other days and times are available by appointment for an additional fee. More information can be found at our website, so check it out!

A) What are some effective qualities of the persuasive message? [3 points]

Type your answer here in a different font; length suggestion: 4-8 sentences

B) What advice can you give the writer to make the persuasive message even better? Offer at least two specific suggestions. [3 points]

Type your answer here in a different font; length suggestion: 4-8 sentences

2. ArrowStar Direct is hosting a golf outing to raise money for local charities. A few larger, international business partners as well as some celebrities plan to participate, which is great. However, ArrowStar Direct would also like friendly neighborhood businesses like Inca’s Salsa to participate. The local business representation is especially meaningful for a fundraiser supporting local charities. Like leaders at any successful company, executives at Inca’s Salsa are busy people, so how can ArrowStar Direct write an effective persuasive letter? Provide advice by answering the questions below. [6 points; 3 points per question]

A) What is an effective attention-getting device to begin the letter? Provide a specific suggestion.

Type your answer here in a different font; length suggestion: 2-4 sentences

B) What other persuasive techniques or messages should be incorporated into the letter?

Type your answer here in a different font; length suggestion: 4-8 sentences

3. AMC Motors is offering a special extended warranty special to customers who own models made in 2009 to 2013. The price is $2,000 and the extended warranty is good for three years or up to 80,000 miles. Draft a statement (1-3 sentences) to show how they can communicate this news in the most effective way. Apply various tactics for emphasizing the positive traits of this news and making the most of the price message, as learned in Chapters 4, 7, and 8. [3 points]

Type your answer here in a different font; length suggestion: 4-8 sentences

4. The Hangout Bar & Grill has expanded its business to offer catering services and event planning. To kick-start their services, they are doing some target marketing to local businesses. Review the draft of their persuasive letter below, and answer the following questions.

[6 points; 3 points per question]

A) Review the AIDA. What parts of the letter below effectively reflect the AIDA strategies? Provide detailed explanations to support your opinion. Type your answer here in a different font; length suggestion: 4-10 sentences

B) Revise the opening statement to incorporate a different attention-getting strategy that will effectively get the reader’s attention.

Draft your opening statement here in different a font; length suggestion: 3-8 sentences

Dear AMC Motors,
We’re happy to announce that The Hangout Bar & Grill now offers catering and event planning! This means we can help you make your holiday party a successful event to conclude a successful year!

Our party planning services include the following:
· Tasty buffet menus in three affordable prices ranges for small, medium, and large gatherings
· One complimentary beverage for each guest
· Your choice of cost-effective entertainment options: a live musician or recorded music
· An elegant party space above our conveniently located downtown restaurant
· A selection of party décor and favors to best accessorize the theme of your celebration
Because we believe in supporting neighborly, local businesses, we are extending an exclusive 15% discount to Minnesota businesses like AMC Motors. The enclosed brochure provides more details on the menu and other important details that will help make your holiday party the party of the year.
To take advantage of our special rate, please reserve our services by December 1st. To get answers to your questions or to book your event today, call 1-800-555-4411.
Sincerely,
Martha Stewart
Event Specialist