Business Communication Chapter 9 Homework At Pharma Core we appreciate your interest in our organization as you are researching comparative salary and commission information for your blog In the Know

Revision:

To: Dora Wieland<dora.wieland@intheknow.com>

From: Allan Gottschalk<agottschalk@pharmacore.com>

Subject: Your Request for PharmaCore Salary Information

Attached: PharmaCore Fact Sheet

Dear Ms. Wieland:

At PharmaCore we appreciate your interest in our organization as you are researching

comparative salary and commission information for your blog In the Know. The article

sounds fascinating and will certainly be of interest to readers in our industry.

Cordially,

9.9 Request Refusal: Walk With Love Stopped in Its Tracks

Solution

To: Michelle Chang<mchang@wwl.org>

From: Your Name <your e-mail address>

Subject: Your Request for CompuBotics Sponsorship

Dear Michelle:

We enjoyed learning about your three well-attended California walks to end breast cancer.

The Dr. Susan Love Foundation has received high marks for its funding of cutting-edge

breast cancer research. Your Walk With Love events are to be commended for devoting

more than 90 percent of raised funds to the cause.

Michelle, we wish your organization and its annual fundraisers much success and hope that

the three walks in California next month will draw a record number of participants raising

money in support of breast cancer research.

Best regards,

Your Name

[Full contact information]

9.10 Request Refusal: No Support for Kaboom! This Time

Solution

Current date

Ms. Mia Takeshi

47 Beach Street

Lynchburg, VA 24502

Dear Ms. Takeshi:

In the past my company was able to make generous contributions. This fiscal year, however,

has been difficult for us and for many other financial services organizations. Although funds

are unavailable for charitable donations this year, we hope to be able to resume our support

of Kaboom! when the economy picks up and the future looks brighter.

Sincerely,

9.11 Request Refusal: I’m Flattered, But I Can’t Speak to Your Club

Solution

Current date

Ms. Chelsea Landry

Associated Students

Wysocki College

246 Bay State Road

Boston, MA 02215

Dear Ms. Landry:

Your invitation to speak at beautiful Wysocki College thrilled me because I enjoy meeting

young people and discussing the importance of soft skills with them. I was particularly

impressed with your professionalism in communicating with me and following up.

Sincerely,

9.12 Bad News to Customers: Hidden French Gem Can’t Deliver Gratis

Solution

Current date

Mr. Jim Richard

Trenasse

444 Saint Charles Ave.

New Orleans, LA 70130

Dear Mr. Richard:

We appreciate that you have been a loyal Croissant D’Or customer since you opened your

fine dining establishment in 2013. It has been a pleasure dealing with you and your staff at

Trenasse.

Please contact me at (504) 254-4663 to arrange a convenient delivery schedule that would

best suit your needs. We look forward to supplying Trenasse with delicious treats for years

to come.

Sincerely,

9.13 Bad News to Customers: Scheduling Snafu Could Sink Dream Wedding

Solution

In a memo, students should outline a course of action, such as the following:

• Call each bride-to-be, describe the problem, and apologize.

Assume that Debbie Hungeling was able to switch her wedding date to June 8. The following

might serve as a follow-up message.

Current date

Ms. Debbie Hungeling

4590 Clairmont Road

Atlanta, GA 30346

Dear Ms. Hungeling:

Please accept our sincere apology for the disruption of your wedding plans here at Eureka

Springs. We realize how distressing it is to change plans for such an important event in your

life.

We look forward to welcoming you and your guests for your wedding on June 8. Please call

my private line at (479) 995-3011 to allow me to work with you in organizing the details of

your magical and joyous event.

Sincerely,

9.14 Claim Denial: Sorry—Smokers Must Cough Up Cash

Solution

Current date

Mr. Wilson M. Weber

634 Wetmore Avenue

Everett, WA 98201

Dear Mr. Weber:

Century Park Hotel is committed to providing attractive setting and comfortable

surroundings for every guest’s visit. We realize that our guests have high expectations, and

to meet or exceed those expectations we recently completed a two-year plan to refurbish

many rooms with new carpets, upholstery, finishes, and draperies.

9.15 Claim Denial: Lost in Flight

Solution

Current date

Ms. Genna Morris

1805 Panorama Drive

Bakersfield, CA 93305

Dear Ms. Morris:

We can imagine that the loss of your glasses on our flight from Washington, DC, to Los

Angeles with a stopover at Denver International Airport must be truly frustrating.

Sincerely,

Enclosure

9.16 Bad News to Customers: Which Elliptical for 24-Hour Fitness?

Solution

To: Finn Valentino <fvalentino@24hourfitness.com>

From: Your Name <your e-mail address>

Subject: Your Order for 24-Hour Fitness Equipment

Dear Mr. Valentino:

Thank you for your order! Your new Olympic Benches, Stamina Power Towers, and Premier

Dumbbells have been shipped and should arrive on May 17 via UPS.

Before we ship your ellipticals, I want to be sure that we’re sending you the equipment that

is best for 24-Hour Fitness. Of course, we’re happy to ship the Titanic 20 if you prefer it.

Please call me at 1-800-254-9001 so that we can confirm the Titanic model and ship this part

of your order.

Sincerely,

Your Name

[Full contact information]

9.17 Bad News to Customers: “Human Error” Admits Rejected Students

Solution

An hour after dispatching the erroneous e-mail, the University of South Florida

St. Petersburg quickly sent out a follow-up email to the unhappy students that said,

“There was an error in the system. Please disregard the previous email.”

months, but that was little comfort for many students eager to make decisions about their

future.

To: [Student applicant’s e-mail address]

From: Martin Tadlock<mtadlock@usfsp.edu>

Subject: Erroneous E-Mail Message Announcing Admission to USF St. Petersburg

Dear USFSP Applicant,

Very recently we sent you an e-mail message by mistake. It welcomed those who have been

admitted to campus. That message should have gone only to the 250 students accepted by

the University of South Florida St. Petersburg. Through a spreadsheet sorting error, the

message was also sent to 430 applicants who had been denied admission or whose

application was still under review.

9.18 Bad News to Customers: Announcing a Price Increase

Solution

Student messages will vary. Below are portions of an authentic letter announcing a

newspaper rate increase. As for Netflix, the company announced the price hike rather

confidently to its existing customers. The media company was not beating around the bush

downsizing or canceling a service difficult. Netflix subscribers can simply click the links

provided within the e-mail.

Dear Home Delivery Subscriber:

Effective February 6, there will be a modest increase in the price of home delivery of _______,

the first home delivery price increase in four years. This increase reflects the rising costs of

printing and delivery. The new weekly rates are shown in a separate box.

Home delivery remains the most convenient and reliable way to benefit from all that _______

has to offer. It continues to be a cost-effective way to stay exceptionally well informed. We

thank you for your business and for choosing _______.

Sincerely,

9.19 Bad News to Customers: Pay Day Delayed

Solution

a. Should Carlos call Jeanine or delegate the task to his assistant?

Carlos is the sales manager and presumably is the main contact that Jeanine has with the

b. When should Jeanine be informed of the problem?

Immediately.

c. What is the best procedure for delivering the bad news?

• Call the individual involved.

• Describe the problem and apologize.

• Explain why the problem occurred, what you are doing to resolve it, and how you will

prevent it from happening again.

In describing the problem and apologizing, Carlos might say, We discovered just this morning

that your check order will not be printed by the date I originally promised. I apologize for causing

a difficult situation for your company.

d. What follow-up to the phone call would you recommend to Carlos?

Carlos should write a follow-up letter that documents the phone call and promotes goodwill.

In addition, Carlos should keep in close contact with Jeanine until the problem is resolved.

9.20 Credit Refusal: Pay as You Go at Gymzo

Solution

Current date

Ms. Fiona Marin

466 Circle Street, Apt. 3

Milwaukee, WI 53204

Dear Ms. Marin:

Thanks for selecting Gymzo Fitness as your workout choice. We appreciate your application

for our Extended Membership plan. An Extended Membership at Gymzo Fitness qualifies

members for all of our testing, exercise, recreation, yoga, and aerobics programs.

9.21 Bad News to Employees: Belt Tightening at TechLab

Solution

Dear TechLab Employees,

Your hard work and creative talents have produced a number of amazingly successful

products for TechLab customers. As a result of your efforts, we have been able to offer an

outstanding workplace with many amenities to attract the best and brightest talent.

Solution and Answer Guide: Guffey/Loewy, Business Communication: Process & Product, 10e, 2022, 9780357129234; Chapter

9: Negative Messages

challenge your colleagues to a spirited game of table tennis or foosball when you need a

break from work.

9.22 Bad News to Employees: Nixing Tuition Assistance

Solution

To: Tanya Arthur <tarthur@atlanticfederal.com>

From: Your Name<your e-mail address>

Subject: Your Inquiry Regarding Tuition Reimbursement

Tanya,

We appreciate your thoughtful message requesting that Atlantic Federal establish a program

to reimburse the costs of college expenses such as tuition and books.

Sincerely,

Your Name

[Full contact information]

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