Title: COMM 390
Author: David Taylor
Last saved by: Money4Davey
Company: Rodale's Scuba Diving

COMM 390 								     Mock Final Exam
Writing for Managers							     

Ace Major Appliance Service

Fresh out of college, you have landed a job as a Customer Service Representative with Ace Major Appliance Service, a nationwide appliance repair company. As part of your training for the position, you learned to quote customers the basic price of $39.95 for a home visit by a service person. If the service person performs service work on the appliance, additional charges are added for labor and parts. If the appliance is unrepairable or too expensive to repair, no additional charges are added.

Or so you thought. After arranging several $39.95 visits, you began receiving complaint calls from customers. It seems that service personnel are automatically adding $15.00 to the $39.95 for an “appliance evaluation.” They are telling the customers that the base amount of $39.95 is simply for "drive time." 

You ask your supervisor if you misunderstood what you should be telling customers. "No," your supervisor tells you, "you're quoting the rate correctly. We have to stick to that rate because that's what the competition charges. You keep telling them $39.95, and if the service people can get an extra $15.00, so much the better."

What are you going to do?

Please complete each of the following writing assignments:

1.	Write a letter to a trusted advisor outside your company, in which you record the details of several customer complaints about the extra $15.00 as well as the details of your meeting with your supervisor. You should outline what you believe your options to be and ask for guidance on them.

2.	Write a memo to your supervisor in which you explain your position in regards to the practice of quoting one price and charging another. 

3.  Write a letter to the affected customers. Determine how you will present the situation to them and
      resolve it.