The goal of this exercise is to make sure that you will be able to properly communicate

with our customers and to test your written communication skills in both French and
English. The use of AI is not tolerated (it will be verified) and we will not move forward
with your application if you do not produce an original copy of this writing test.

Please read the email below from a customer and Silk & Snow’s response. Your task is to revise
Silk & Snow’s response to that email to make it sound better to the customer. All the information
in Silk & Snow’s response is accurate, though the response is not particularly friendly and not
well-written. You can make any change to the email that you think would give the customer a
better experience.

Note: The first two emails should be in English, and the third will be in French.

EMAIL #1:

Hi Silk & Snow,

I am about to order and I have a question about delivery. I am moving and will need my mattress
delivered on August 20th after 12 pm. Can you please let me know if you are able to deliver on
that day?
Thanks,
Dave

Silk & Snow Response:

Hi,
We can hold your order and deliver it closer to the day you want so you can get the sale price.
As we use standard couriers we cannot guarantee that the delivery will happen on that day and
time specifically. I am sorry about that. Write the date that you want and can receive the
mattress in the order notes section when you order. ex: deliver after Date so that it does not ship
too soon. We are usually good at timing shipping know that once we give the order to our
courier it can sometimes take a few days more or a few days less depending on courier. That is
why you need to indicate a time window of at least 2-3 days when you are home. hope that
makes sense.
Regards,
Silk & Snow

EMAIL #2:

I can’t believe how my package was delivered.

Just left on the driveway, damaged box, raining - what are they thinking?????

Unacceptable service!
Silk & Snow Response:

Your task is to write an apologetic email to the customer, addressing the issue, taking
responsibility, and expressing sincere apologies. In the email, explain that our products are
thoughtfully packaged (and protected!) to ensure minimal damage upon delivery, assure the
customer that we will pass on the information to the third-party courier for their reference, and
encourage the customer to check the package for damage and unbox the product if everything
looks good. The tone should be empathetic, professional, and aimed at maintaining a positive
customer relationship.

EMAIL #3

Please take a few mins to review these selling features and then come up with an email, in
French, to respond to the below inquiry:

- Made locally in Canada

- Breathable materials (latex and cotton are known to allow for more airflow and are natural)
- Organic certifications (GOLTS and GOTS certified)
- No off-gassing as it does not contain harmful chemicals
- Ready to ship and free shipping for all Canadian provinces
- Trial period of 100-Nights and free Returns after 30 days

“Hello, I am in the market for a new mattress. I sleep hot, try to support Canadian as much as
possible and I am concerned about off-gassing. What do you recommend?“

Silk & Snow Response: