Domain 5 (Receive Communications)

Given the following email message, which would be the most appropriate response? Mr. Stockman, I spoke with one of your representatives about a special company rate on your computers. I need 8 new computers and 16 monitor for my office, and I will need someone to come and install them as soon as possible. When can I make my purchase and have the products set up? Thanks in advance, Shirley Johnson Office Manager.

• Shirley, Our computers and monitors are out of stock. We aren't sure when we will have them back in stock, so we have decided to end the special early. We apologize for the inconvenience. Sincerely, Joe Stockman.

• Ms. Johnson, We will honor that special rate for the 8 computers and 16 monitors. We have your company information on file, so we will send you an invoice immediately. We do not have all of those products in stock today, but I will order them in from our sister company and have them installed in your office by Friday this week. We appreciate your business! Sincerely, Joe Stockman

• Shirley, That's a whole lot of products! We will order everything and get it to you when we can. Our install guys are booked for two weeks, but I will see what we can do. Joe Stockman

• Ms. Johnson, You can come to the store tomorrow, but we might not have everything you need. Joe Stockman.

What is the unwritten rule of responding to messages?

• Respond within two days

• Respond before the sun goes down

• Respond sometime that week

• Respond within five hours

The art of squeezing an entire presentation down into just a few key points defines which word?

• Designing

• Portfolio

• Feedback

• Summarizing

The final words of a message should always be ones of gratitude.

• True

• False

What two thing should be included when summarizing?

• Numbers

• Main Purpose

• Key Points

• Names

A professional's response to a negative message should always be direct, professional, and friendly.

• True

• False

What are good practices to use when responding to customers? Choose three answers.

• Answer all questions thoroughly and clearly

• Respond Promptly

• Close on a positive, friendly note

• Always respond face-to-face

• Respond promptly

You are the personal assistant to the sales manager. He has asked you to attend a meeting for him because his flight was delayed. You attend the meeting and take a substantial amount of notes. How should you summarize the following information? To thank the department managers for all of their hard work this past year, the CEO is talking them on all all-expenses paid vacation. The vacation will be 3-9. They will be traveling to Maui, Hawaii, and staying at a beautiful beach resort. Snorkeling and paragliding excursions will be included for those that choose to participate. Those who want to attend must submit a travel request to Jim by June 1, so travel arrangements can be made.

• Department managers get to go to Hawaii to snorkel and paraglide as a thank-you for their hard work.

• There is a free trip to Hawaii August 3-9

• There will be an all-expense paid vacation for the department managers. The vacation is in Maui.

• Department managers have been offered a free vacation. To attend, submit your travel request by June 1.

When summarizing, the primary purpose of the communication should never be stated.

• True

• False

What is a reason to choose the words used in a response wisely? Choose three answers

• Text can be taken out of context

• All forms of text-based responses can be copied and reposted

• Word choice is not a big deal in a text message, only in letters and emails

• The response represents the whole company