Sample 40:   Compromise Emphasizing Business Objective
 
Moonbeam Products
P.O. Box 4530, Laguna Hills, California 92653
Consumer Products Division · 1-800-555-6789
      
    November 4, 20xx
      
      
      
    Mr. Thomas Kroes
1275 Narrow Gauge Road
Trainspotters, KY 40380
     
Pace the reader's expectations by saying something with which he or she will agree.   Dear Mr. Kroes:

You're right to expect quality when you buy Moonbeam products. Thank you for returning the electronic toaster for our examination.
     
Lead the reader by providing an unemotional explanation of how the product works and what went wrong.   For your Moonbeam toaster to work properly, the two thermostats must both be set properly. The one thermostat lets you adjust the toaster to your own taste, from very light to very dark. The other thermostat, located inside just above the clean-out plate, is the main electronic control, which is set at the factory. The main control on your toaster, Mr. Kroes, malfunctioned because the toaster had evidently been submerged in water, perhaps for cleaning purposes. The reason the cleaning directions state that the toaster should not be submerged is that exposure to water will cause the electronic control to short out.
      
Blend outcomes by showing the reader that he or she is partly (or entirely) responsible for the problem.   We've replaced and adjusted the main thermostat in your toaster, and it now works perfectly. It will continue to provide years of trouble-free service as long as the cleaning and operating instructions provided with each new toaster are followed. Because the cleaning instructions did not explain the reason for not submerging the toaster, we'll let you decide the best course of action.
     
Motivate by presenting the reader with the options, emphasizing the choice you would like him or her to make. Make sure that the reader knows who needs to do what next.   While we would be happy to refund your money as you requested, we believe that you'll want the toaster back now that it is working perfectly. The Moonbeam toaster can provide you with reliable service--and toast the way you like it--for years to come. Should you choose to have the toaster back, we'll pay your shipping charges. Please use the enclosed card or call our toll-free number to let us know your decision.
     
    Sincerely,
     
     
     
    Frank Olsen, Senior Service Representative

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