Final Exam (Take-Home) Summer - 2020

Student Name: Reg. ID:

Program: Instructor:
Subject: Communication Skills/Bus. Communication Max. Marks: 25
Q. No. 1 2 3 4 Total
Total Marks 5 5 8 7 25
Obtained Marks
Department of Business Administration

Please follow the instructions carefully:

1. Write your answers in a Word file and upload the file before the due date on VLE.
2. Write your name and registration ID on the first page of your Word file.
3. Answer scripts can be uploaded on LMS any time before its deadline. Therefore,
do not wait for the last hour to avoid any unforeseen problems.
4. Submission of answer copy(ies) will be considered acceptable through LMS only.
Therefore, do not submit your document through email or any other medium.
5. Use 12 pt. font size and Times New Roman font style along with 1-inch page
margins.
6. Follow the requirements of the word limit and the marking criteria while writing your
answers.
7. Provide relevant, original and conceptual answers, as this exam aims to test your
ability to examine, explain, modify or develop concepts discussed in class.
8. Do not copy answers from the internet or other sources. The plagiarism of your answers
may be checked through Turnitin.
9. Recheck your answers before the submission on LMS to correct any content or
language related errors.
10. Double check your word file before uploading it on LMS to ensure that you have
uploaded the correct file with your answers.

(1)

Q 1.) ROUTINE REQUEST FOR INFORMATION (Marks 05 – Time required: 25 minutes)

THE TASK: Re-write this letter, correctly understanding its purpose, by following the writing
process and the 7 C’s, you have studied during the course. Please use the letter format. You can
make necessary assumptions and delete/add information.

I am writing to inquire about your recent order for a custom wedding suit. You forgot to mention what
color you want, and you failed to include your measurements. I would like to clear up this confusion
quickly so that we will be able to provide you with the suit before the wedding. When, exactly, is the
happy day?

I know you must be busy getting ready for the wedding, but if you can spare the time, you might want to
stop by in person to pick out your suit, because we do offer an incredibly wide selection of fine wedding
attire. At that time, you could also select an appropriate tie and shirt. I would also suggest that you
choose clothing for your best man and ushers, assuming that you are having a large wedding. We are
prepared to provide the best in both custom and rental formal attire for your entire wedding party,
regardless of how large or small it may be. Incidentally, you should also bring your fiancée along to
coordinate the men’s clothing with the bridesmaid’s dresses. You know how picky women are about
clothes.

If you can’t come by in person, you should send me a letter stating your measurements and indicating
your color and style preferences, or call me at 633-4296. After we receive this information, we will need
at least two weeks to complete the suit. Thank you for your cooperation in this matter.

Assessment Rubric

• Content/Ideas/Relevance: 1.5
• Organizational Strategy (Direct/Indirect): 1.5
• Format: 0.5
• Language (YOU attitude & Accuracy): 1.5

(2)
Q 2.) Writing a Claim Letter. (Marks 05 – Time required: 25 minutes)

When President Carlos Menem of Argentina took office in 1989, he and his economy minister Domingo
Covallo decided that competition from foreign producers would stimulate Argentine businesses to
provide better products at competitive prices. To the delight of Argentine shoppers, the import tariffs
were lowered and goods began pouring in from all over the world: calculators and copy machines,
scissors and automobiles, bicycles, toothpicks – and peaches.

When Menem’s new policies took effect, California peach growers responded eagerly to the opening of
the new market. Individual growers banded into the California Peach Growers Association to ship their
fruit to Edcadassa, the Argentine firm that oversees all imported goods while they await customs
clearance at Ezeiza international airport.

As supervisor of the Argentine project for the growers association, you were extremely pleased with
success of the first few shipments; everything had gone smoothly. Then word came back from angry
Argentine buyers that the fresh Californian peaches they had expected arrived at their stores ready for the
garbage bin. They refused to pay for the rotten fruit, and your growers lost $ 50,000.

You made inquiries and discovered that Edcadassa was overwhelmed by the level of imported goods
flowing into Argentina, (an average of 150 tons a day, compared with 60 tons two years before). Your
peach shipment was lost in the confusion, and by the time it was cleared through customs, three weeks
late, the peaches were already rotten. Since you had shipped the fruit when it was at the perfect stage to
make the journey, await the normal customs delay, and ripen gently in the supermarkets of Buenos Aires,
you believe the responsibility for the shipment’s destruction rests with Edcadassa.

YOUR TASK: Write a letter to Edcadassa ( Columbia 4300, 1425 Buenos Aires, Argentina)
requesting full compensation for the ruined peaches.

Assessment Rubric

• Content/Ideas/Relevance: 1.5
• Organizational Strategy (Direct/Indirect): 1.5
• Format: 0.5
• Language (YOU attitude & Accuracy): 1.5

(3)

Q 3.) Bad News – Claim Reusal (Marks 8 – Time required: 35 minutes)

Eight months ago, your Red River Valley Kennels established its website displaying its facilities and
inventory and offering its American Kennel Club (AKC) registered Doberman pinscher puppies for sale
at $ 900 each. You were delighted when almost immediately your first sale took place. The order was
Ms. Alicia Baumgardner of Modesto, CA, who wanted two. You shipped them by air and assumed that
all was well.

Today you received an email message from the lady telling you that “the dogs were not healthy from the
beginning, one died yesterday, and the other is also sick and may have to be put to sleep. I must ask you
to refund the purchase price. I should ask you to pay the veterinarian bills ($ 540), but I will forget about
that.”

You cannot accept the blame. You sent Ms. Baumgardener two healthy pups. They had been given all
the required injections and were carefully inspected prior to shipment by your veterinarian, Wilfred
Capaccio. You have his signed statement supporting the dogs’ health. Why did not Ms. Baumgardener
report any health problems before now? You do not believe her story. You do not think you are
responsible for what happened. After all, a lot can happen in eight months.

Now you will write Ms. Baungardener a letter refusing her request. You will be courteous but firm
and will try to explain your position, although you suspect she already understands.

Assessment Rubric
• Content/Ideas/Relevance: 2
• Organizational Strategy (Direct/Indirect-Use of Buffer): 3
• Format: 1
• Language (Cohesion, Coherence & Accuracy): 2

(4)
Q 4.) Persuasive Messages (Marks 07 – Time required: 35 minutes)

Re-write the following poorly written persuasive memo. Develop a strong and professional message by
following the guidelines of business communication for such messages. Address your MEMO to the Vice
President, Human Resources. You are the Accounts Officer. Please use the memo format.
===========================================================================
_________________________________

I have been eager to return to college but cannot afford the cost of tuition and books.

I was forced to go to work before I could complete my college degree. I know that continuing education
divisions of some universities provide good courses that I could take at night. I think, I and other
employees would like to enroll for these courses. Would Intercontinental be interested in helping us with
a tuition-reimbursement program?

I have heard about other local companies that offer reimbursement for fees and books when employees
complete approved courses with a C or higher. I have collected information including a newspaper
clipping that I am enclosing. Surveys show that tuition reimbursement programs help improve employee
morale and loyalty. They also result in higher productivity because employees develop improved skills.

I would like a chance to talk over this worthwhile employee program with you at your convenience.

Assessment Rubric
• Content/Ideas/Relevance: 2
• Organizational Strategy (Direct/Indirect – AIDA Model): 2
• Format: 01
• Language (Cohesion, Coherence & Accuracy): 2