Ola Jensen has placed her first order with your company. What is the BEST method to let her know you ...

Ola Jensen has placed her first order with your company. What is the BEST method to let her know you received her order?
 a. Send her a preprinted form letter acknowledging the order.
  b. Send her a copy of the sales order.
  c. Send her sales promotional material.
  d. Send her an individualized acknowledgment message about her order.

Ques. 2

Which of the following is NOT recommended when preparing form messages?
 a. Add variables to the standard text to tailor the message to the individual.
  b. Use pre-produced mailing labels.
  c. Use stored paragraphs that are selected according to the situation.
  d. Use good quality paper and a high quality printer.

Ques. 3

Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request?
 a. We can definitely assist you in having your regional conference at the Ritz-Carlton.
  b. Thank you for your request.
  c. Please let us know the number of rooms you require first.
  d. I read your request.

Ques. 4

Which of the following requires an individualized acknowledgment message?
 a. Initial order from a customer
  b. Custom order
  c. Delayed order
  d. All of the above

Ques. 5

After consideration of a customer's request for a partial product refund due to repeated repairs, you have determined that you should comply. Which of the following is NOT part of your effective adjustment message?
 a. A fair response to a legitimate request
  b. A statement that the claim is being granted
  c. Resale or sales promotional material
  d. An attempt to regain possible lost goodwill

Ques. 6

Persuasive requests differ from routine requests in that
 a. persuasive arguments need to be presented at the beginning of the message.
  b. routine requests require a forceful approach.
  c. routine requests begin with details and explanations first.
  d. persuasive messages are shorter in length.