ADJUSTMENT LETTER
(1)Approve the customer’s claim in the first sentence.
-A one sentence paragraph is acceptable!
(2)Explain circumstances without placing blame
-Use resale to re-confirm purchase decision
-Use sales promo material
(3) Close on a pleasant note-Avoid clichés!
Routine Adjustment Scenario #1
As the restaurant manager, you have received a letter from a couple who celebrated their 1st anniversary at your establishment but was accidentally overcharged for their purchase.
Required:
Prepare your response and grant the writer’s claim. Be sure to include resale and sales promo material in your letter. Create an attractive letterhead using the following information: 4435 Spare Rib RoadGatlinburg, TN 37738—don’t forget to include the name of the restaurant in the letterhead. At least ½” below the letterhead, key the dateline, and then the name an address of the person receiving the letter.
Routine Adjustment Scenario #2
As the store manager, you have received a letter from a couple who just signed up for cellular service but was accidentally overcharged for their purchase.
Required:
Prepare your response and grant the writer’s claim. Be sure to include resale and sales promo material in your letter. Create an attractive letterhead using the following information: 11087 Strong Signal AvenueAustin, TX 73301—don’t forget to include the name of the business in the letterhead. At least ½” below the letterhead, key the dateline, and then the name an address of the person receiving the letter.
Routine Adjustment Scenario #3
As the bookstore manager, you have received a letter from a student who purchased a textbook but received the wrong edition.
Required:
Prepare your response and grant the writer’s claim. Be sure to include resale and sales promo material in your letter. Create an attractive letterhead using the following information: 8298 Cheap Texts DriveLlano, TX 78643—don’t forget to include the name of the bookstore in the letterhead. At least ½” below the letterhead, key the dateline, and then the name an address of the person receiving the letter.
Routine Adjustment Scenario #4
As the shop manager, you have received a letter from a couple who purchased a set of tires from you which were defective.
Required:
Prepare your response and grant the writer’s claim. Be sure to include resale and sales promo material in your letter. Create an attractive letterhead using the following information: 542 Assembly Line Drive The Woodlands, TX 77380—don’t forget to include the name of the tire shop in the letterhead. At least ½” below the letterhead, key the dateline, and then the name an address of the person receiving the letter.