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    Indirect Approach Scenarios 2023

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    themaster
    This document provides two scenarios for an assignment using an indirect refusal letter format. The first scenario involves refusing a part-time job offer due to other commitments. The second scenario involves refusing a customer's request for a full refund on an electric motor that was damaged due to water exposure, in violation of the warranty terms. The student is instructed to write letters for each scenario using an indirect refusal approach, and to offer alternative solutions when possible to maintain relationships.

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    Indirect Approach Scenarios 2023

    Uploaded by

    themaster
    16 views2 pages
    This document provides two scenarios for an assignment using an indirect refusal letter format. The first scenario involves refusing a part-time job offer due to other commitments. The second scenario involves refusing a customer's request for a full refund on an electric motor that was damaged due to water exposure, in violation of the warranty terms. The student is instructed to write letters for each scenario using an indirect refusal approach, and to offer alternative solutions when possible to maintain relationships.

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    This document provides two scenarios for an assignment using an indirect refusal letter format. The first scenario involves refusing a part-time job offer due to other commitments. The second scenario involves refusing a customer's request for a full refund on an electric motor that was damaged due to water exposure, in violation of the warranty terms. The student is instructed to write letters for each scenario using an indirect refusal approach, and to offer alternative solutions when possible to maintain relationships.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    16 views2 pages

    Indirect Approach Scenarios 2023

    Uploaded by

    themaster
    This document provides two scenarios for an assignment using an indirect refusal letter format. The first scenario involves refusing a part-time job offer due to other commitments. The second scenario involves refusing a customer's request for a full refund on an electric motor that was damaged due to water exposure, in violation of the warranty terms. The student is instructed to write letters for each scenario using an indirect refusal approach, and to offer alternative solutions when possible to maintain relationships.

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    SCENARIOS FOR ASSIGNMENT No.

    2- Indirect (Refusal or Bad News)

    Write a letter (one page maximum) using the indirect (refusal) format. You have
    license to make up reasonable and necessary details to fill out the scenario. These
    details may include a name and address for your company, a name and address for
    the recipient of the letter, and any original additional research and details that would
    lend credibility to your letter and leave an impression of your competence.

    ENGL 170 Indirect Approach Scenario Option #1– Part-time Employment

    You are about to begin the second term of your second year in the technologies
    program at Camosun. Over the last year and a half, you have managed to maintain a
    strong grade point average, and you’ve developed a good rapport with all of your
    instructors, so good in fact that over the weekend, one of your instructors
    recommended you for part-time employment at a successful local company (make up
    or research a company relevant to your discipline).

    On Monday morning, your instructor excitedly informs you that soon a representative
    from this company will contact you. Sure enough, two days later you receive a letter
    asking if you would be available for part-time employment (20 hours a week) for the
    next 6 months.

    While you are flattered to have been recommended for the position and you certainly
    wouldn’t want to pass up this wonderful opportunity, you have to be realistic about
    your availability. It is important that you to continue to maintain the grade point
    average you’ve secured over the past year and a half. Additionally, your family’s
    company has been experiencing some difficulties recently, which have required you to
    spend more time helping out than you had anticipated. Finally, you and your partner
    are planning on getting married this summer.

    Using the indirect approach, write a letter refusing the position. You may offer
    alternative solutions.

    ENGL 170 Indirect Approach Scenario Option #2 – Electric Motor

    Today, the shipping department in your company received an almost-new electric


    motor (Model RT8463-11) worth $3000.00 and a request for a full cash refund. The
    customer noted that the new motor would no longer work after only 12 hours of use.
    An enclosed receipt showed that the motor was purchased one month ago, and your
    records indicate that the model is protected by a 12-month warranty.

    During testing, however, the technician discovered water inside the motor. Apparently,
    the motor had broken down because it had either been hosed down or immersed in
    water. The operating instructions clearly stipulate that the motor must not come in
    contact with water and that such an occurrence is not covered by warranty.
    2 SCENARIOS FOR ASSIGNMENT 2- Indirect Approach Letter

    As a company customer service representative working on commission (sales person),


    you have been instructed to write to the customer (make up a name and address),
    return the motor to them, and refuse the requested cash refund.

    Over the past couple of years, you’ve developed a good relationship with this customer.
    Their business represented fully 20% of your commissions for the past twelve months.
    You don’t want to lose that business now, but you can’t afford to replace the motor
    yourself, which would cost $3000.00 out of your own pocket.

    Write this indirect (refusal) letter, and try to offer appealing alternatives to maintain the
    valued relationship.

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