Sprint LTE 9:54 AM 1 of 1 2 & 3 Fil in the blank with one word and explain why t

Question

Sprint LTE 9:54 AM 1 of 1 2 & 3 Fil in the blank with one word and explain why that word woukd 1- To be professional is to be guide you when deciding how to be more professional Explain and be specific (please write one paragraph) 2- What are three characteristics of effective visual aids? Define and explain why those characteristics are mportant 3. In your own words, what is the structure Nancy Duarte states all great presentations have? Explain. Please wnite one paragraph) Consider the following scenario: The purchasing manager for a large company agrees to give you an order their first), expecting you to make a $20,000 donation to his favorite charity, a local youth sports team What would you consider before responding, and how would you respond? Explain and be specific. (Please write at least two paragraphs). 5. White a thank you note to your Final Project group. Foous on pointing out what your group did to make both the presentation and the report a success. You must e-mail it to your group and c.e. me at antoine.sfsu@gmail.com. 6. Consider the following scenario. You are the branch manager of Rent-Me, a rental car company. Reviewing the reservations for the next day, you realzed that one of the premium cars has been double-booked. Both customers are planning to pick up the car at 8.00 a.m. After checking nearby branches, you find that you could get an economy car at 10.00 a.m. or a SUN at 1.00 pm. To solve the problem, you call the customers. Customer 1 cannot wait until 10:00 am. for a car. The second customer has a number that appears to be disconnected. So you decide to give the reserved car to customer 1 and to write an e-mail, delivering the bad news, to the austomer you couldn't reach on the phone. 6A. As a manager, analyze how to deliver this news by answering the following questions: A. What is the bad news? B. What business result you want to achieve? C. How will the audience react to this news? D. ShouldI provide justfication and explanation? What justifcation and explanation should I nclude? is there anything you can say to soften the bad news? E. Should I include an apology? Why? F. What else can I do to project a positive image and maintain goodwil? 6B. Write the e-mail for the customer you couldn't reach on the phone. mo

Explanation / Answer

This is a case of double booking which often happens in real life in the rental industry.

Now, let us get to your questions:

(There are multiple questions here, so I will help you wil key points for each of them)

6A.

A) The bad news is that one premium car with the rental company has been double booked - that is allocated to 2 customers. This would mean one of the customers would have to be turned back (but not at the cost of losing the customer). In the given case, this is customer 2

B) The business result that we want to achieve is two fold - Inform customer 2 in advance about the double booking, and ensure that the customer returns to the rental company for future requirements (reward the customer in some form for the mix up). Mix ups do happen, it is how we rectify them which is important

C) The audience will obviously be frustrated initially. This incident is bound to affect any plans they might have made (travel plans/road trips etc). They would definitely show strong frustration/anger initially while the news is conveyed

D) Yes, a justification should be provided. Everyone makes mistakes, and it is very important to be transparent about it. The justification should simply acknowledge the error, and if possible, explain the reason behind the error. Own the mistake, do not play blame games.

E) Yes, an apology should be included. This is because the fault lies with us, the company. This mix up will end up spoiling the customer's plans for the day.

F) Include a voucher that the customer can use for future bookings - not only will this soften the effect of the mistake, but it will also in a way ensure that the customer comes back to the same company for future requirements. Everyone makes mistakes, even the customer would know that. It is how we choose to handle the resolution that matters, and this is what ensures customer stickiness

6B

Dear John,

This is Davis frm Rent-Me. I write to you to inform you of a mix-up which has happened with your booking for 8AM tomorrow with booking ID AB1222.

Unfortunately, due to an error with our booking software, this car has been double booked and thus allocated to two customers simultaneously. Due to this, I deeply regret that I would not be able to allocate this car for your booking tomorrow. I tried reaching out to you personally over phone but unfortunately the line couldn't go through

I sincerely apologise for the mix up, and would like to kindly let you know that I can give you the following options:

1. Economy car for a 10AM slot

2. SUV for a 1PM slot

I would also like to offer you a coupon code attached with this e-mail which gives you 40% off on your next 2 rides with us.

I understand that there is no excuse for this mix up, and that this might affect your plans for tomorrow. Kindly, once again, accept my sincere apologies. I request you to give us one more chance to serve you - Trust me, we will not disappoint you.

Best Regards

Davis

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