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Required information Denying a Request for a Reduced Rate Denying a customer's request is not generally a pleasant job-especially when the customer is one of your best and one whom you have worked well with. Your goal in this activity is to use the indirect pattern to refuse the request while retaining the customer's goodwill and business. Read the case and then answer the questions using what you have learned about indirect messages to guide your answers. You have been with Kiel Office Supplies for less than six months, but Milo Khang is already one of your favorite customers. Not only does Milo purchase all of his small business's office supplies from you, but he also purchases copy machines, computers, printers, and other office equipment. Before you began work with Kiel, the person who was previously in your position gave Milo a large discount on a service agreement contract (47 percent). The service agreement is about to expire, and Milo emailed you to ask about an even larger discount this year (50 percent), saying his business has been slow lately and his revenues much less than last year's. You sympathize with Milo, but you are not able to give him such a large discount. Instead, you generated a price quote for him matching the previous year's discount. Now you have to respond to Milo's email. You know he will be disappointed. You genuinely like Milo, and you think he is hoping your good relationship will lead you to agree to his request. Your denial of his request will likely be a shock, so you decide to use the indirect approach in your email to him. What is your relationship with Milo, and how will this relationship affect the tone of your message? Multiple Choice Friendly and formal You and Milo have met and are cordial, but you do not see each other outside work, so your tone and style will be formal but conversational Friendly and informal. You've come to know Mio well as a business associats, so you can be informal but conversational in your tone and style Neutral. You know Milo by name, but that is about it. You really don't k at all, so your tone will be formal and somewhat distant No relationship. You don't know Mio at all so your tone will be highly formal and impersonal Unfriendly and hostile You and Mio know each other and do not have a good relationship. You will have to be careful in your tone and style so that you are professional and do not show your diske of Ma O O 4.54 points eBook Print References -- Which of the following subject lines would be best for this email? Multiple Choice Renewal of Your Service Discount Denial: Service Agreement Discount Service Agreement Discount Remains at 47% Service Agreement Discount Remains the Same Service Agreement O 54 10 10 1 Which of the following statements would be the best buffer for this message? M Chase Thank you for contacting me seeing your service agreemetenjoyed seeing you at the chamber of commerce ancial last week and catching up with you about urny ters Thank you for contacting the souteng your service agreement. Mis we have developed a good working an understand my response below to your request for a larger discount on your service agreement of thing you Thank you for contacting me about renewing your service agreement. The market dom heted my tuis including Kit Office Supplies As a result we income from service agreements and deny requests from at customers jven our best ones for discounted sente agreement rates Thank you for contacting me about renewing your service agreement. However, due to your ally generous 47 percent discount, we are not able to grant your for 50 Thank you for contacting me about renewing your service agreement understand the financial cutes that the cament market down is causing your compety and agreements are one of the ways you can control your machines maintenance cos O 4 Part 1.54 points Book A Piz to agree to his request. Your denial of his request will likely be a shock, so you decide to use the indirect approach in your email to him. Which of the following statements presents the best wording of the bad news? Multiple Choice s you know, last year we lowered the price of our premium contract from $2.400 to $1.500 You then received our standard volume discount of 15 percent off the revised $1500 price, which resulted in a 47 percent discount. Due to the large discount already extended to your company, we are not able to extend the discount to 50 percent. We are happy to match the previous discount of 47 percent "We are not able to extend the discount to 50 percent because of the large discount already extended to your company. We are happy to match the previous discount of 47 percent. As you know last year we lowered the price of our premium contract from $2,400 to $1,500 You then received our standard volums discount of 15 percent off the revised $1.500 price, which resulted in a 47 percent discount heese keep in mind you already receive a 47 percent discount to give you a 50 percent discount would affect our revenue and would force us to give the same dacourt to our other customen who are equality veled. If they were to find out what we were doing for you, they would wart the same discount. We cannot risk having people finding t am truly sorry that we cannot do better than the current 47 percent discount we offer you are one of our best customers, and have enjoyed working with you in my short time here could do more for you, but it simply is not possible. Again, I apologize and hope that we can retain our working relationship "As you know, last year we lowered the price of our premium contract from $2.400 to $1.500 You then received our standard volume discount of 15 percent off the revised $1.500 price, which resulted in a 47 percent discount i apologize, but I cannot do better than 47 percent, which we can sill offer you for next year. A 50 percent discount is nearly unheard of in our business, so you will find that the 47 percent discount is kely the best you will get O O O Pres erence e to he request. Your denial of his request will bkely be a shock, so you decide to use the indirect approach in your email to him. Which of the following statements presents the best way to word the conclusion? Multiple Choice "Again, I am sorry I am not able to grant your request for a 50 percent discount. I am hoping you want to continue doing business with us, as I have come to value you as a customer I am happy to continue the discussion The attached the paperwork for next year's service agreement, which shows the 47 percent discount. Be sure to complete look forward to serving you in the coming year by December 31 to guarantee continuus service "On behalf of Kiel Office Supplies, I do apologize that we cannot offer you a better rate. Please know that you will continue to receive our excellent service in the coming year. Thank you for your business O O