No Credit : It’s a Customer and It’s Complicated

1. No Credit: It’s a Customer and It’s Complicated

2. Scenario • Uniworld Electronics - Sales Manager • Rudy’s Camera Shop - Credit Request

3. Response • PAFEO • Credit Denied • Protect Uniworld Electronics

4. Collaborative Response • Challenges • Improvement

5. Buffer To:Ron Kasbekar <Kasbekar@Rudyscamera.com> From:Uniword Electronics <Thebackrow@eng302.com> Subject: Canon Vixia Order Date: 3/27/13 Dear Mr. Kasbekar, Thank you for your interest in purchasing the new Canon Vixia Camcorder.  As you know, the Vixia is a top of the line camcorder with many new and improved features. Since your order exceeded $10,000, we asked you to submit a credit application along with the order to ensure a safe transaction.  At Uniworld, we use Experian Credit-Reporting Service to qualify all of our applicants for these large orders. Unfortunately, your credit rating did not meet the minimum requirement to allow Uniworld to extend credit to you at this time.  We encourage you to discuss your credit report with Steve Roberts at Experian by calling 1-800-555-3423 Ext. 43. However, if you wanted to place a cash order, you will enjoy the following benefits: • Receive a 2% discount • Fast overnight delivery system • Easy toll-free ordering If you decide to place a smaller order, you can reach our toll-free order number at 1-888-345-0000. We appreciate your interest in ordering from Uniworld and we look forward to hearing back from you and starting business right away.   Best Regards,

6. Reasoning Dear Mr. Kasbekar, Thank you for your interest in purchasing the new Canon Vixia Camcorder.  As you know, the Vixia is a top of the line camcorder with many new and improved features. Since your order exceeded $10,000, we asked you to submit a credit application along with the order to ensure a safe transaction.  At Uniworld, we use Experian Credit-Reporting Service to qualify all of our applicants for these large orders.Unfortunately, your credit rating did not meet the minimum requirement to allow Uniworld to extend credit to you at this time.  We encourage you to discuss your credit report with Steve Roberts at Experian by calling 1-800-555-3423 Ext. 43. However, if you wanted to place a cash order, you will enjoy the following benefits: • Receive a 2% discount • Fast overnight delivery system • Easy toll-free ordering If you decide to place a smaller order, you can reach our toll-free order number at 1-888-345-0000. We appreciate your interest in ordering from Uniworld and we look forward to hearing back from you and starting business right away.   Best Regards,

7. News Dear Mr. Kasbekar, Thank you for your interest in purchasing the new Canon Vixia Camcorder.  As you know, the Vixia is a top of the line camcorder with many new and improved features. Since your order exceeded $10,000, we asked you to submit a credit application along with the order to ensure a safe transaction.  At Uniworld, we use Experian Credit-Reporting Service to qualify all of our applicants for these large orders. Unfortunately, your credit rating did not meet the minimum requirement to allow Uniworld to extend credit to you at this time.We encourage you to discuss your credit report with Steve Roberts at Experian by calling 1-800-555-3423 Ext. 43. However, if you wanted to place a cash order, you will enjoy the following benefits: • Receive a 2% discount • Fast overnight delivery system • Easy toll-free ordering If you decide to place a smaller order, you can reach our toll-free order number at 1-888-345-0000. We appreciate your interest in ordering from Uniworld and we look forward to hearing back from you and starting business right away.   Best Regards,

8. Alternative/WIIFM Dear Mr. Kasbekar, Thank you for your interest in purchasing the new Canon Vixia Camcorder.  As you know, the Vixia is a top of the line camcorder with many new and improved features. Since your order exceeded $10,000, we asked you to submit a credit application along with the order to ensure a safe transaction.  At Uniworld, we use Experian Credit-Reporting Service to qualify all of our applicants for these large orders. Unfortunately, your credit rating did not meet the minimum requirement to allow Uniworld to extend credit to you at this time.  We encourage you to discuss your credit report with Steve Roberts at Experian by calling 1-800-555-3423 Ext. 43. However, if you wanted to place a cash order, you will enjoy the following benefits: • Receive a 2% discount • Fast overnight delivery system • Easy toll-free ordering If you decide to place a smaller order, you can reach our toll-free order number at 1-888-345-0000. We appreciate your interest in ordering from Uniworld and we look forward to hearing back from you and starting business right away.   Best Regards,

9. Call to Action Dear Mr. Kasbekar, Thank you for your interest in purchasing the new Canon Vixia Camcorder.  As you know, the Vixia is a top of the line camcorder with many new and improved features. Since your order exceeded $10,000, we asked you to submit a credit application along with the order to ensure a safe transaction.  At Uniworld, we use Experian Credit-Reporting Service to qualify all of our applicants for these large orders. Unfortunately, your credit rating did not meet the minimum requirement to allow Uniworld to extend credit to you at this time.  We encourage you to discuss your credit report with Steve Roberts at Experian by calling 1-800-555-3423 Ext. 43. However, if you wanted to place a cash order, you will enjoy the following benefits: • Receive a 2% discount • Fast overnight delivery system • Easy toll-free ordering If you decide to place a smaller order, you can reach our toll-free order number at 1-800-345-0000.We appreciate your interest in ordering from Uniworld and we look forward to hearing back from you and starting business right away.   Best Regards,

10. Complimentary Close Dear Mr. Kasbekar, Thank you for your interest in purchasing the new Canon Vixia Camcorder.  As you know, the Vixia is a top of the line camcorder with many new and improved features. Since your order exceeded $10,000, we asked you to submit a credit application along with the order to ensure a safe transaction.  At Uniworld, we use Experian Credit-Reporting Service to qualify all of our applicants for these large orders. Unfortunately, your credit rating did not meet the minimum requirement to allow Uniworld to extend credit to you at this time.  We encourage you to discuss your credit report with Steve Roberts at Experian by calling 1-800-555-3423 Ext. 43. However, if you wanted to place a cash order, you will enjoy the following benefits: • Receive a 2% discount • Fast overnight delivery system • Easy toll-free ordering If you decide to place a smaller order, you can reach our toll-free order number at 1-888-345-0000. We appreciate your interest in ordering from Uniworld and we look forward to hearing back from you and starting business right away.   Best Regards,

11. What’s in it for You- General • Inductive Approach • Professionalism • 5 Characteristics of Business Writing

12. What’s in it for You- Specific • Tactful but Clear • No Personal Attacks