Discuss how to best address the needs of the customer when denying a claim or request for an adjustment
What will be an ideal response?
Answer: Customers who make a claim or request an adjustment tend to be emotionally involved, so the indirect approach is usually the better choice when you are denying such a request. Your delicate task as a writer is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay special attention to the tone of your letter. Demonstrate that you understand and have considered the complaint carefully, and then rationally explain why you are refusing the request. Close on a respectful and action-oriented note. Always be sure to respond quickly. With so many instantaneous media choices at their disposal, some angry consumers will take their complaints public if they don't hear back from you within a few days or even a few hours.
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The desirability of a common product-market commitment is based on the idea that
A. a channel can eliminate the marketing functions. B. the whole channel is competing with other channel systems. C. each member of the channel should focus on a different target market. D. the producer should always be the channel captain. E. All of these ideas are relevant.
Charles and Irene are editors at a content development firm. Both of them, unknowingly, are working on the same copy of the annual report. Irene finishes editing the report and saves her copy; Charles saves his report an hour after Irene. Charles's report overwrites Irene's, and her changes are lost. This scenario is an example of the ________.
A. bullwhip effect B. crow's-foot paradigm C. bait-and-switch problem D. lost-update problem E. update query problem
Which statement is true of natural resources in terms of global trade or a country's economy?
A. The past decade has witnessed the discovery of an abundance of natural resources. B. Petroleum is the only natural resource that affects international marketing. C. Vast differences in natural resources result in minor shifts of wealth among countries. D. Steep declines in the price of oil had a negative impact on America's oil producers.
A risk is
a. an uncertain event that, if it occurs, can jeopardize accomplishing the project objective. b. something that increases the susceptibility of occurrence. c. venture capital to support a project. d. a harmless event or activity.