Author Question: When the customer has no established expectation, which of the following should be the focus of the ... (Read 19 times)

bio_gurl · **on:** Jun 23, 2018

When the customer has no established expectation, which of the following should be the focus of the bad news message?

A) Resetting the expectations that are assumed by the writer
B) Explaining how you plan to resolve the problem
C) An apology
D) An explanation of what went wrong
E) Information on the situation

Question 2

What is the purpose of offering free merchandise or other considerations when a firm has bad news regarding transaction?

A) To salvage as much of the original order as possible
B) To encourage a new order to replace the current transaction
C) To rebuild the customer's confidence in your company
D) To encourage the placement of an even larger order
E) To bundle the shipment with the previous transaction for an even greater cost savings

Tabitha_2016 · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

Answer: E
Explanation: E) If you haven't done anything specific to set the customer's expectationssuch as promising delivery within 24 hoursthe message simply needs to inform the customer of the situation, with little or no emphasis on apologies.

Answer to Question 2

Answer: C
Explanation: C) To help repair the damage to the relationship and encourage repeat business, many companies offer discounts on future purchases, free merchandise, or other considerations. Even modest efforts can go a long way to rebuilding a customer's confidence in your company.