QUESTIONS

A$.$ Write a five$$part purpose statement for each of the scenarios below. $(2$ marks per sentence $=10$ marks$)$

$1.$ Document: Letter

Purpose of document: To describe

Information: New product

Audience: Customers

What the audience does with the information: Save time and money

$2.$ Document: Email

Purpose of document: To warn

Audience: You

Information: We plan to cut your power

What the audience does with information: Do not pay power bill within $30$ days

$3.$ Document: Letter

Purpose of document: To describe

Information: Our customer satisfaction guarantee

$4.$ You work in Human Resources and just completed a new user guide for a company about their health insurance program and how to enroll. You are sending out a companywide email to all employees to inform them of the new program and user guide.

$5.$ You work in Human Resources and just completed a study on employee productivity. You email your supervisors to report the results and explain your findings, and discover that by using system call and the four planning stages, you can improve employee productivity.

B$.$ Write a routine request email to your supervisor asking for a $10\%$ increase in your operating budget and to hire another team member for a new project your department is working on$.$ The project is for a major client you signed last month.

Make sure to include the following:

$$ A topic$/$purpose statement

$$ Use the direct approach

$$ The elements of a good paragraph

$$ The elements of a good routine request email

C$.$ Proofread the following document and rewrite it correctly. There $10$ errors in grammar, spelling, punctuation, and design$/$layout$.(10$ marks$)$

Dear Krista;

Thank you very much for your work on the auction. Your limitless enthusiasm and energy was a valuable contribution to the events success. We would not of succeeded without generous people like you. If you visit the PTA room you will see that there's several table decerations left over from the auction. If you would like to take one, please do so with the committee's thanks. Thanks again for your wonderful work, we appreciate it$!$ Sincerely

Lacey Jones

D$.$ Write a response to a claim made by a customer regarding the following scenario. Your response should take the form of an email. $(15$ marks$)$

Mr$.$ Houches renewed his insurance policy with Top Car Insurance over the phone. At the end of the call, Mr$.$ Houches completed an online survey about the service he received and said he was dissatisfied. His main issue was that the phone call took too long to receive a final quote for the renewal. Additionally, the discounts that he was supposed to receive for renewing with Top Car Insurance were not applied to the statement the following month. He was charged the regular rate instead of the renewal rate, which amounted to a difference of $$73\mathrm{.}20.$

As part of the Customer Service Team at Top Car Insurance $($TC Insurance$),$ you are required to write an email response to address Mr$.$ Houches concerns. His contact information is pierehouches@me$.$com.

Please include the following:

$$ To$,$ from, and subject lines

$$ A proper greeting

$$ Properly structured paragraphs

$$ The elements of a response to a claim document $($apology$,$ solution, steps taken, compensation or solution, emphasize the positive relationship with the customer, etc.$)$ Proper elements of an email

$$ Use a formal register

$$ Positive language

E$.$ Write a letter that conveys bad news using the Direct Approach in response to the complaint letter below. $(15$ marks$)$

Dear Palm Tech,

I purchased the Palm Vx$400$ organizer three months ago and it will no longer turn on$.$ I tried many times to charge it and even got the battery replaced. Nonetheless, it is still not working. And if it does turn on$,$ it is for ten$$to$$fifteen minutes then shuts down again.

I would like you to replace the organizer I bought with another of the same type or a newer model. I believe something as expensive as the Palm Vx should be built to last. I did not pay $$275$ for it to stop working three months later.

I look forward to your response.

Sincerely,

Mark DavisYou work in the customer service department at Palm Tech and received Mr$.$ Davis$$ letter. You review the policy of your department and discover that you cannot grant his request for a replacement organizer. You now have to write and tell him the bad news. Please include the following information in your letter:

$$ That you cannot provide him with a replacement

$$ The return period of $30$ days has passed

$$ Provide information to get it repaired

$$ The alternatives are he can purchase the same organizer, which is reduced in price to $$199,$ or purchase a newer version, such as the Vx$500$ or Vx$600,$ for approximately the same price he originally paid.

Make sure you remember to:

$$ Include elements of properly structured paragraphs Include elements of a good