Chapter 3 Exercises (L&D)

1. Chapter 3 Exercises (L&D)

2. a) Situation: Special DM subscription Channel: Electronic Mail/Text Central Idea: Inform customers of the new service and how to find out more info Receiver Reaction: Deductive Activity 2

3. b) Situation: Exchange of an incorrect part Channel: telephone or e-mail Central Idea: Customer wants to exchange a part that is not correct. Receiver Reaction: Inductive Activity 2

4. c) Situation: Discontinue production Channel: F2F or telephone (distance) Central Idea: A flaw requires production to be stopped immediately. Receiver Reaction: Deductive Activity 2

5. d) Situation: Cell phone upgrade information Channel: telephone or F2F, text? Central Idea: The customer must sign a new service agreement to receive upgrade. Receiver Reaction: Inductive Activity 2

6. e) Situation: Discontinue pension plans Channel: Written memo Central Idea: New hires will not be provided with a pension plan. Receiver Reaction: Inductive Activity 2

7. f) Situation: Production & shipping delay Channel: Telephone Central Idea: Customer cannot receive goos due to production delays. Receiver Reaction: Inductive Activity 2

8. g) Situation: Stock option plan meeting Channel: Memo, bulletin board, F2F, e-mail Central Idea: Employees are invited to a meeting about the new stock option plan. Receiver Reaction: Deductive Activity 2

9. h) Situation: Product refunds Channel: Mail, website notice Central Idea: Customers will receive refunds for defective laptops. Receiver Reaction: Deductive or Inductive, depending on their perceived reaction. Activity 2

10. i) Situation: Price increases Channel: Mail, Website, maybe e-mail Central Idea: Fuel prices have caused delivery cost increases. Receiver Reaction: Inductive Activity 2

11. j) Situation: Research--immediate Channel: F2F or written note Central Idea: Manager is waiting with customer for research results. Receiver Reaction: Deductive Activity 2

12. k) Situation: Smoking policy and health care $$ Channel: Written memo, meeting Central Idea: Smoking ban at work and home to address health care costs. Receiver Reaction: Inductive or Deductive Activity 2

13. l) Situation: Software upgrade solution Channel: Website, e-mail, letter Central Idea: Customers must be made aware of software upgrade problem solution. Receiver Reaction: Deductive Activity 2

14. a) Audience would probably be high-tech computer/phone/mp3 users who purchase music in electronic format. Activity 3

15. b) General public savvy enough to order items on-line, but probably not often enough to be aware of return policies. Activity 3

16. c) Professional production manager (s)…limited number of people. Activity 3

17. d) Customers who own cell phones with an existing contract. This would be a wide variety of ages, technology knowledge, education, and other descriptive characteristics. Activity 3

18. e) Management staff…professionals Activity 3

19. f) Purchasing or production mangers…professional staff. Activity 3

20. g) All employees with a wide variety of backgrounds and abilities. Or, could be select groups of employees depending on who qualifies for pension benefits. Activity 3

21. h) General retail customers who may have purchased items in stores or on-line. A variety of skills and abilities. Activity 3

22. i) Could be trucking managers, shipping managers, or upper-managers. A wide variety of skills and abilities. Activity 3

23. j) One person, supervisor. Activity 3

24. k) All employees with a wide variety of backgrounds and abilities. Activity 3

25. l) Probably highly-skilled Information Technology personnel who are familiar with computer maintenance and repair, or perhaps advanced amateurs familiar with hardware and software installation. Activity 3

26. Chapter 4 Exercises (B&T)

27. a) I want to sell and/or get rid of the outdated products in the warehouse. Exercise 1

28. a) I want to sell and/or get rid of the outdated products in the warehouse. b) I want to let my customers know we will have a booth at the 2009 GulfcoastTrade Show. I need to tell them the dates and times. Exercise 1

29. a) I want to sell and/or get rid of the outdated products in the warehouse. b) I want to let my customers know we will have a booth at the 2009 GulfcoastTrade Show. I need to tell them the dates and times. c) I want to collect the past-due payments from any customer 90-days delinquent. Exercise 1

30. d) I want to inform the employees of the high water bills and ask them to conserve. Exercise 1

31. d) I want to inform the employees of the high water bills and ask them to conserve. e) I want to check on the availability and projected delivery of the overdue parts from Kramer Engineering. Exercise 1

32. d) I want to inform the employees of the high water bills and ask them to conserve. e) I want to check on the availability and projected delivery of the overdue parts from Kramer Engineering. f) I want to inform my customers about the new mailing list software from SoftSpot that will be implemented in three weeks. Exercise 1

33. a) According to your claim, … Exercise 10

34. a) According to your claim … b) Company policy requires that… Exercise 10

35. a) According to your claim … b) Company policy requires that… c) Although you did ‘x’ you still need to do ‘y’… Exercise 10

36. d) In your letter you state…. Exercise 10

37. d) In your letter you state…. e) Customer satisfaction is very important to us… Exercise 10

38. d) In your letter you state…. e) Customer satisfaction is very important to us… f) Please send us… Exercise 10

39. g) Please send us Exercise 10

40. g) Please send us h) According to the terms you agreed to… Exercise 10

41. g) Please send us h) According to the terms of your account… i) You have been provided several [opportunities, chances] to…. Exercise 10

42. j) Please explain….. Exercise 10

43. a) To help insure your order is filled correctly and promptly, please use the order form in the back of the catalog. Exercise 11

44. a) To help insure your order is filled correctly and promptly, please use the order form in the back of the catalog. b) Please make sure you bring your credit card with you when making purchases. Exercise 11

45. c) For those of you who can use a smaller screen, all of our 15” monitors are reduced 25% this week. Exercise 11

46. c) For those of you who can use a smaller screen, all of our 15” monitors are reduced 25% this week. d) Please accept my application for the Bookkeeper position with your company. Because of my grades, I believe Smith & Jones will benefit from my skills. Exercise 11

47. e) Your $25 refund was mailed to you yesterday. Exercise 11

48. a) Protect your excellent credit rating by sending your payment within 10 days. b) Refunds are only issued for merchandise returned in new condition. c) Due to the popularity of Baby Cry dolls, your order will be shipped in 10 days. Exercise 12

49. a) Protect your excellent credit rating by sending your payment within 10 days. Exercise 12

50. a) Protect your excellent credit rating by sending your payment within 10 days. b) Refunds are only issued for merchandise returned in new condition. Exercise 12