Question

Assume that you manufacture and sell exercise equipment. A customer recently purchased an elliptical from you. He sent a message requesting the replacement of a broken pedal. The parts warranty is for three months. The customer’s message was sent to you four months after the purchase, so the warranty is no longer in effect. You will write a message to him denying his claim. Group each statement by the components of a bad news message that they represent. Move each label to the correct drop zone box. The notes button next to a label provides more information. Labels Thank you We have carefully Dear Pablo Four months Drop Zones Greeting (1/4) Buffer (2 Rationale (3/4) Bad New Labels We look forward Best wishes You have two options We know it’s inconvenient Drop Zones Concern (1/4) Possible (2/4) Focus on the Future (3/4) Closing (4/4).

Answer 1

Greeting: Dear Pablo

Buffer: Thank you

Rationale: We have carefully

Bad news: Four months

Concern: We know it’s inconvenient

Possible: You have two options

Focus on the Future: We look forward

Closing: Best wishes