Bundle: Essentials of Business Communication, Loose-Leaf Version, 10th + Premium Website, 1 term (6 months) Printed Access Card + LMS Integrated Printed Access Card
10th Edition
ISBN: 9781305699199
Author: Mary Ellen Guffey, Dana Loewy
Publisher: Cengage Learning
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Chapter 6, Problem 14CT
Summary Introduction
To determine:
The importance of regaining customer's trust in a reply to complaint message.
Introduction:
An Adjustment letter is a letter for replying to the buyer's claim or complaint. It happens when a customer or consumer is dissatisfied with the quality of service or product.
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Sally and Sam have recently purchased from the Edgars Red Hanger sale. However, both had encountered different levels of customer service. Sally was assisted by a member of staff and was able to get the style and size that she needed. Sam on the other hand walked around the store for a period of time just looking for someone to help but was unable to get any assistance. Based on these experiences, this has impacted on the way they will make future purchases.Q.1 It is important to maintain relationships with the extended market. Discuss Prospective employees as a part of the extended market.
Please re-iterate.
Q.1 Sally and Sam have recently purchased from the Edgars Red Hanger sale. However,both had encountered different levels of customer service. Sally was assisted by amember of staff and was able to get the style and size that she needed. Sam onthe other hand walked around the store for a period of time just looking forsomeone to help but was unable to get any assistance.
Based on these experiences, this has impacted on the way they will make futurepurchases.
Provide a brief report to Edgars to outline the importance of relationshipmarketing with the above scenario in mind. Provide examples to support/justifyyour answer.
Q2 It is important to maintain relationships with the extended market. DiscussProspective employees as a part of the extended market.
Q.3 “A particular perception can be very difficult to change once it has beenestablished in the mind of the consumer.”
Consider Sunbake bread and examine each of the four steps that take place duringthe perception…
7.
The three main factors that will be present in committing fraud that can be found in a fraud triangle are ___________, _________________ and ______________
Question 7 options:
a)
Opportunity, Falsification and Justification
b)
Incentive, Performance and Usage
c)
Falsification, Incentive and Recalculation
d)
Incentive, Opportunity and Justification
Chapter 6 Solutions
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