Q. 6 You are a sales manager for a particular brand of mixer and blender.

Frame a sample bad news letter telling a customer about that her claim for the product replacement is rejected on the grounds that the product didnt have any defect during the sale. ANS: Keeping the fact in the mind that customer is always right even though we know he is not right, as a manager we should use diplomatic language that shouldnt tarnish the goodwill of the company therefore the letter should be extremely polite at all times and mindful of the Ps and Qs ,i.e the word please ,thank you and sorry. If company has been at fault, it is important to apologize to the customer for the mistake and for the inconvenient caused. the overall tune should not be negative In this particular question Suppose i am a sales manager of any electronic company which deals in electronic product like mixer and blender and I get the claim from the customer for replacement of faulty mixer grinder then in this case there will be three scenario like 1st mixer grinder has been returned within warranty period. 2nd mixer grinder has been returned expiry of its warranty period. 3rd mixer grinder has been returned, and the fault caused because of uninstructed way of its using. In first scenario where mixer grinder has been returned within its warranty period Ill not have any option unless replace the mixer as per sales of goods law where you give the warranty of the goods for certain period if any fault detected using instructed way(mention on the user manual book attached with the goods) on that particular period ABC COMPANY LIMITED To, Dear customer, Subject: Apologies for inconvenience. Its been reported one of ABC brand mixer grinder (serial no- mg1245 batch no 543) bought from our retail outlet at Accra on 15th July 2011 got problem on its functioning of its electronic motor, which fall under the warranty part and stipulated warranty period, therefore we apologies for your inconvenient with replacement of the new ABC brand mixer grinder and assure you to serve you better in future. Thanks, Yours Faithfully Sales Manager ABC com. Ltd July 30, 2011

In second scenario where mixer grinder has been returned after expiry of its warranty period so in this case . ABC COMPANY LIMITED July 30, 2011 To, Dear customer, Its been reported one of ABC brand mixer grinder (serial no- mg1545 batch no 544) bought from our retail outlet at Accra on 10th March 2010 got problem on its functioning of its electronic motor, and noted that product doesnt fall under the warranty period which is from 10th March 2010 to 10th March 2011, So we are very sorry to inform you that your product cant be replaced because of expiry of the warranty which company assured you. Thank you for your cooperation. Yours faithfully Sales Manager ABC Company limited

In third scenario where Mixer grinder has been returned, and fault detected of its uninstructed way of using. All the electronic gadget have some instruction of its using, for instance; electronic mixer grinder which has certain level of input A/c or D/c voltage (200V-220V) if you give more than required voltage, by all means, that electronic motor will get burn. the time limit of its continuous working , means if its instructed that mixer shouldnt be run continuous more than 10 minute and you can start machine after 5 minute break..etc. In this case..

P.T.O

ABC COMPANY LIMITED July 30, 2011 To, Dear customer, Its been reported one of ABC brand mixer grinder (serial no- mg1945 batch no 548) bought from our retail outlet at Accra on 10th July 2011 got problem on its functioning of its electronic motor, The problem detected by our service center department is caused by overheating, excess of high voltage which is not supported by the mixer (instructed in the manual encl-1,page 12 which shows overheating caused by overusing or excess of voltage, Encl-2 service report ), this problem wasnt at the time of sale, so we are very sorry to inform you that your request for replacing the mixer grinder doesnt fulfill our requirement, Hope you will understand and cooperate with us . Thank you yours faithfully Sales manager ABC COMPANY LIMITED

ELCL: 1 instruction manual 2 Report from service center department