30 Questions
What are some possible responses from the recipient when receiving a complaint?
Aggressively respond, give much less than asked for, or ignore the complaint altogether
Why is sending a hostile message in response to a complaint usually ineffective?
The reader of the message is often not at fault.
What is the potential consequence of sending a hostile message in response to a complaint?
It may be actionable in extreme cases, leading to damages the recipient could pursue compensation for in court.
Why should businesses take complaints seriously and address them properly?
Businesses fear losing customers due to negative online reviews.
According to a study, how many customers can a business lose with just one negative review?
22% of customers
What platform can significantly influence the reputation of a local business based on a mother's endorsement or warning?
Local moms' group on Facebook
How much is Samantha Richards being refunded for the unwanted warranty?
$90
What additional offer is Samantha Richards receiving along with the refund?
$20 gift card for future purchases
What is the specific requirement mentioned for Samantha Richards to receive the refund and gift card?
Return to the Belleville location with receipt and credit card used for purchase
Why does the email state that they are unable to complete any transactions without the credit card?
For consumer protection reasons
What action will be taken to prevent a similar incident from happening in the future?
Instruct sales staff to confirm extended warranties with customers before completing transactions
What is the main point of the email sent to Samantha Richards?
Offering a refund for the mistakenly charged warranty
What is the second leading cause of death in Canada?
Heart disease
How often does a Canadian aged 20 or over die from heart disease?
Every five minutes
What type of programs are offered at the Fitness Stop to keep your heart strong?
A variety of aerobics programs
What is the goal of the opening in the pitch?
To get the reader interested and thinking 'I want that' or 'I need that'
When should you reveal the company name and central selling feature in the pitch?
In the Interest-building Body part
What should you do if the customer comes asking for further details?
Skip to the I-, D-, or A-part of the pitch that answers their questions
What is the typical four-part indirect pattern known as in persuasive pitches?
AIDA
What is the purpose of the attention-getting opening in a persuasive pitch?
To get the reader's attention and make them want to read the whole message.
How can an opening pitch lose the reader's interest?
By being tired, old, and not differentiating the product from others of its kind.
What are some elements that can be used in a persuasive pitch to make it engaging?
Celebrity endorsements, humour, special effects, jingles, intrigue, etc.
Why is it important for a persuasive pitch to have an original approach in the opening?
To connect the reader with the product/service/initiative and its central selling feature.
What are some examples of central selling features that can be highlighted in an opening pitch?
New model/feature, reduced price, new technology, etc.
What is the main idea behind using the AIDA pattern of persuasion in a sales message?
To write an effective sales message by gaining attention, building interest, creating desire, and prompting action.
Why is it important to establish credibility in a sales pitch?
Establishing credibility is crucial in a sales pitch to make the message believable and to prevent the audience from doubting the claims made.
How can a sales message reduce resistance according to the text?
By addressing concerns or potential questions before they are even considered.
What can happen if a sales message lacks third-party endorsement or sales figures to support its claims?
The message may lose credibility, causing the reader to doubt all the other points made.
How does the text suggest gaining attention in a sales message?
By using humor, novelty, surprise, or something unusual to capture the audience's interest.
Why is it important to appeal to both emotional and rational aspects in a sales message?
Appealing to both emotional and rational needs helps cover a broader range of audience preferences and motivations.
Explore the strategies for handling negative messages in business communication, including responding aggressively, providing less than requested, or ignoring the complaint altogether. Understand how to address complaints effectively while maintaining professionalism.
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