15 Feb You will demonstrate your ability to communicate professionally and effectively on the telephone. Information: write a full script the conversion and type it out in Word for scenar
Task: you will demonstrate your ability to communicate professionally and effectively on the telephone.
Information: write a full script the conversion and type it out in Word for scenarios A and B You will be graded only on your performance as the administrative assistant. As the administrative assistant,
Scenario A
Caller: You are interested in buying a new printer for your office. Study the brochure below and select two printers to inquire about. After you receive the information, ask to speak to the sales manager, Kwame.
PRODUCT REFERENCE NUMBER UNIT PRICE AVAILABILITY DELIVERY TIME Delivery COST
TY 1267 56789308 500 ? 3 days 500
TY 1267 PRO 12356789 600 In stock ? 300
GH 4567 33335678 ? 2 Weeks 3 days 200
GH4567 PRO 53245678 950 6-8 Weeks 2 days ?
EXON2020 77753346 ? 1 Year 1 day Free
XFTR 2021 09456432 2500 5 days ? 150
Administrative Assistant: Answer the caller’s questions about the products. You are not sure if Kwame is free. After you check you find out he is in the washroom. Take a message instead.
Scenario B
Caller: You received the printer that you ordered and you are very upset. First, delivery was very expensive and it came 3 days late. Second, when you started up the printer, it would not connect to your wifi network. You could put papers through manually, but when you did, they came out streaked with ink and the paper was bent. You have decided that you want to take this back and you want a full refund within the next 2 days.
Administrative Assistant: You do not provide a full refund under any circumstances. Unfortunately, the caller did not buy the gold warranty package, but you can offer one year of free tech and maintenance support and you get someone sent to the caller’s office this afternoon. You can also provide a replacement copier, but there is a $500 delivery and disposal fee. You are allowed to cut this in half under very special circumstances.
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