Surname 1

AIM ANALYSIS FOR BAD-NEWS MESSAGE

Student Name: __________________________ Lab Day/Time: _____________________

Purpose
1. Why am I writing this message?
To respond to a letter from Jeremiah Franks, that he wrote to request for a return of an item he
purchased on August 15, 2021 and to strive to continue a good relationship with the reader.
Audience
1. Who are my primary and secondary audiences?
My primary audience is a single customer and the secondary audiences are employees,
employer, customers, community or the general public.
2. What impact will the bad news have on my audiences?
The audience will be able to clearly understand the return policy of the company as well as
mastering the specific grace period guaranteed by the company to its customers to return any
product.
3. Will I use the indirect or direct delivery method for this message? Why? (Hint: Cite reasons provided
in Ch. 11 as your reason.)
Indirect delivery approach will be appropriate because the bad news may have a significant
impact on my audience or the recipient.
Information
1. What is the rationale behind the bad news I am delivering?
The rationale is to help the receiver in understanding and accepting the news as well as maintaining
respect and trust for the business or organization for the recipient.
2. What impacts do I need to communicate to my audiences?
Deliver the message confidently and in a respectful tone to the customer. I need to avoid violating
the audience’s expectations about the topic or occasion.
3. What solutions, alternatives, long-term benefits, or options can I highlight?
The communication will avoid many problems with the customer. It will help him understand the
policies and terms of the organization and a good relationship will be maintained between the two
parties.
 Surname 2

Important: State your primary message

in <16 words.
Declining
product return

What’s your Buffer? What’s the Rationale

 Apologizing for the Bad News? What are the Impacts?
to the  To precisely  Satisfaction
customer restate the return  Maintaining
for not policy of the good
being company’s relationship
satisfied products to the  Understanding
with our customer. the return policy
product.  To ensure that of Apple
 Explaining the image of the Company.
to the company is
customer maintained and
why the not destroyed.
return can’t  To give the
be allowed customer a
by kindly reliable option to
referring the issue of
him or her concern.
to the
return policy
terms and
condition
the
company on
return.

As mentioned in the return policy, a product cannot be returned back to the company after
the expiry of 14days from the date of delivery. However, I would love to understand your
situation and see if there is any other way we can help. I can conduct a meeting with my
team and give the best advice.
 Surname 3

Bad News Letter

Hi Jeremiah Franks,

I’m sorry upon hearing that you’re not happy for our product (Apple iPad Pro) that you
purchased from our local Apple store on August 15, 2021. While I’m unable to accept the return
and offer a refund (please see our return policy, terms and conditions), the period guaranteed
by the company to its customers to return a product that doesn’t match with their satisfaction
is 14days and upon the expiry of the stated period the product cannot be accepted.

We can either offer a store credit, billing extension or any other option. However, as we plan
the same I would love to grasp your situation in a better way and see if there is any other
alternative solution we can give. Could you provide a little more details about your claim or
elaborate further? This will enable us discuss your issue with my team and advice you
accordingly?
We wish you well in your life endeavors and many more years of enjoy our Local Apple store
products.

Best regards.
Apple store.