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Box 85135, San Diego, CA 92186-5135, (619) 533-7667, fax: (619) 5337692 February 26, 2011 Ms. Margaret Caldwell 2789 Aviara Parkway Carlsbad, CA...

INDIRECT APPROACH: No Deal Letter from Home Depot

As an assistant to the vice president of sales for Atlanta-based Home Depot, you attended the Home Depot’s biannual product-line review held at Tropicana Field in St. Petersburg, Florida. Also attending were hundreds of vendor hopeful, each eager to become one of the huge retail chain’s 25,000 North American suppliers. During individual meetings with a panel of regional and national Home Depot merchandisers, these vendors did their best to win, keep, or expand their spot in the company’s product lineup.

Vendors knew that Home Depot holds all the cards; so, if they want to play, they have to follow Home Depot’s rules, offering low wholesale prices and swift delivery. Once chosen, they’ re constantly re-evaluated—and quickly dropped for infractions such as requesting a price increase or planning to sell directly to consumers via the Internet They also receive sharp critiques of past performance, which are not to be taken lightly.

Home Depot is always looking for a variety of products to please its customers’ changing tastes and demands. If selected, vendors get immediate distribution in more than 1700 stores. If not, Home Depot is always willing to reconsider at the next product line review.

YOUR TASK: You must draft a rejection letter to a faucet manufacturer:

Ms. Pamela Wilson, operations manager

Roseway Manufacturing

133 Industrial Avenue

Gary, Indiana 46406

REASONS TO INCLUDE IN THE LETTER:

TOO EXPENSIVE

SUBSTANDARD PLASTIC HANDLES

DESIGN NOT LIKELY TO APPEAL TO HOME DEPOT CUSTOMERS

The tone of this message is just as important as the format. Do not apologize, say you are sorry, or use words like unfortunately. You must change the wording of your reasons to be positive. Example: INSTEAD OF “substandard plastic handles” USE “ Home Depot customers value sturdy metal handles for their faucets.

FORMAT: This needs to be in a block letter format with a Home Depot letterhead.

You are being graded on the INDIRECT APPROACH FOR NEGATIVE MESSAGES (You can find this information in your textbook, the chapter on Writing Negative Messages):

1st paragraph - BUFFER

Middle paragraphs – REASONS AND EXPLANATIONS

AFTER ALL THE REASONS – THE MAIN IDEA:

(UNABLE TO USE YOUR PRODUCTS AT THIS TIME)

Last paragraph – COMPLIMENTARY, ENCOURAGING AND FRIENDLY CLOSE






INDIRECT APPROACH EXAMPLE: UNION BANK
P. O. Box 85135, San Diego, CA 92186-5135, (619) 533-7667, fax: (619) 533- 7692 February 26, 2011 Ms. Margaret Caldwell 2789 Aviara Parkway Carlsbad, CA 92008 Dear Mrs. Caldwell: RE: Claim #7899 Using our best methods of investigation, we have thoroughly examined your ATM debit error claim to determine the facts. We’ve even contacted Wilson’s Gourmet and interviewed manager Paul Roberts about the transactions you have questioned. Although the three debits all bear the same transaction number (1440022-22839837109), this number changes daily, not hourly. So it is possible that purchases made at different stores might carry the same number on the same day. Also, the three transactions were for different amounts, suggesting that they reflect separate purchases made on the same day and are not duplications. Mr. Roberts has assured us that his equipment does not allow misuse of your card or numbers when you are not present. He suggests that customers often return for subsequent purchases on the same day for a variety of reasons, such as a forgotten item or a lunch visit followed by regular shopping at a later hour, and so on. He reported no equipment failures during the period you have questioned. After our thorough review, we’ve determined that no mistakes occurred and have closed our files on this claim. If you have any questions about future transactions, please contact us in writing or call our 24-hour customer service number at 1-800-555-3737. Your branch manager can also answer any general questions about your ATM card and its many convenient applications. Sincerely, Larry A Gomez (signature) Larry Gomez ATM Error Resolution Investigator
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P. O. Box 85135, San Diego, Atlanta
92186-5135, (619) 533-7667, fax: (619) 5337692...

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