2. Responding to a neutral message

Select the best response to the following question.

Which of the following is recommended when responding to a neutral message or request? Check all that apply.

Close your response with a positive, friendly tone to build goodwill.

Include a subtle sales approach when responding to simple requests.

Avoid answering all the questions asked in order to prompt continued conversation.

Use standard phrases and clichs to help reduce response time.

Read the scenario and answer the question that follows.

Hamptons Living Online Retail Boutique received this question from an online customer:

CUSTOMER 4562: How do I return a sweater I ordered that doesnt fit? I didnt see the option on my account records or on the main page. And will I be required to pay for shipping? The website is very confusing to me.

Hamptons Living Customer Service Rep Nancy responded:

NANCY: Customer satisfaction is important to us here at Hamptons Living. To return an item, click on the Returns button below the login field. Returning purchases is easy and free of charge for our preferred customers. Sign up to be a preferred customer today and receive free shipping on all orders and returns.

What advice should you give Nancy to improve her message?

Respond courteously by emphasizing the positive outcomes for the customer.

Use a direct organizational approach to make it easier for the customer to understand your response.

Personalize your response by specifically addressing the customers situation.