Answer to Question 1
C
Answer to Question 2
When customers place orders for merchandise, they expect to get exactly what they ordered as quickly as possible. Most orders can be acknowledged by shipping the order; no message is necessary. For an initial order and for an order that cannot be filled quickly and precisely, companies typically send an acknowledgment message, a document that indicates the order has been received and is being processed. Typically, acknowledgment messages are preprinted letters or copies of the sales order.
A well-written order confirmation has the following features:
a. It provides warm, personal subject line.
b. It welcomes new customers.
c. It assures quality service by indicating a customer service representative's knowledge and achievements.
d. It provides phone number and email address to reinforce commitment to customer service.
Nonroutine orders, such as initial orders, custom orders, and delayed orders, require individualized acknowledgment messages. When well-written, these messages not only acknowledge the order but also create customer goodwill and encourage the customer to place additional orders.
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