September 3, 2020

Mr. & Mrs. Lopez

1147 Highpoint Circle
Springfield, MO 65810

Dear Mr. & Mrs. Lopez,

Thank you for calling our dealership in regards to purchasing a 2021 Honda Pilot. We are a premier new
and used Honda dealership in St. Louis that serves drivers across the state of Missouri. I am pleased that
we were allowed to answer any questions and offer you our current pricing promotions. We have a team
of financial experts that can offer top-of-the-line advice and custom design a loan package that suits your
lifestyle. Our dealership operational hours are Monday-Saturday, 9 am-6 pm.

I would like to personally invite you Saturday, September 12, 2020, at noon to have lunch on us and
test drive the below-referenced crossover. This vehicle meets all your specifications and, with current
incentives and financing, places the vehicle within your desired price range.

2021 Honda Pilot 4D Sport Utility Special Edition 9-Speed Automatic AWD
Body: 4D Sport Utility HWY: 26 MPG & City:19 MPG. † Based on 2021 EPA mileage ratings.
Exterior: Lunar Silver Metallic Interior: Gry Lth Engine: 3.5L V6 24V SOHC i-VTEC Trans: 9-
Speed Automatic. This vehicle has 3rd row Split seating, powered moonroof, side-impact beams, 1st, 2nd
& 3rd-row airbags, blind spot notification, parking camera, and a power liftgate.
Pilot Safety: The National Highway Traffic Safety Administration gave ratings: 5 out of 5 stars:
with 4 stars in the frontal crash and rollover tests and 5 stars in the side crash test.

Current Incentives from Honda you are eligible new to Honda 2021 Pilot Offer $2000 off purchase.
Current Financing promotion is 2.90% for 72 Months at $510.00. (with approved credit)

I understand that you will be coming from a long distance and have a choice of hundreds of dealerships in
the area. Your time is precious and your husband's profession is admirable; therefore, for allowing us the
opportunity to serve you and be your dealership of choice, I want to THANK YOU by providing you with
a catered lunch on Saturday, September 12, a $75.00 Visa gift card, and full tank of gas with the purchase
of any new vehicle on our lot. Please call 314-894-1130 to set an appointment and accept rewards.

Sincerely,

Jackie Linnae Thornton

Encl. 2
September 6, 2020

Mr. Brian Hadley

555 Westcliffe Drive
St. Louis, MO 63011

Dear Mr. Hadley,

Thank you for writing to us on August 15, 2020, to alert us about the possible error in billing and water
usage at your home on 555 Westcliffe Dr. I am sorry that your August bill for water consumption was
much more than anticipated and in response to being a valued customer we decided to look into the
matter.

After examining all previous bills, usage consumption, and sending a technician to re-read the meter, I
feel we have fully investigated the situation. However, at this time we are unable to find fault in the water
meter readings or confirm an active water leak. I understand how frustrating it can be to receive a bill
much larger than expected but at this time can only assume the bill is accurate and based on your home's
correct usage. Therefore, payment for the water bill is due immediately. If you are needing a payment
plan, I have been authorized to allow an extension without disruption of service if payment of $100 is
received by September 20 and 3 payments of $50.00 are paid on top of monthly billed usage.

If you feel this decision has been made in error, you are welcome to seek an outside opinion from a
licensed professional plumber at your cost. If a licensed and bonded contractor determines fault in the
meter or can confirm a water leak we will rectify the bill to an average of previous months and split costs
of repairs in the amount of 50% due to our technician being unable to locate and address the problem.

If you have any questions about this decision, please call or write. Thank you for your time and for
writing to us.

Respectfully,

Jackie Linnae Thornton

The first part of your doc should be random brainstorming--nothing formal. This is the part where you are thinking strategically about
your approach. It's a place where you all are merely conversing. After you have settled on your strategy, you should collaborate to
write the actual letters.
Assignments:

1. Craft a sales letter aimed at persuading a 34-year-old Hispanic mother living in Springfield, Mo., to buy a Honda
Pilot. The mother, who stays at home with her three young children, is married to a schoolteacher. The letter is a
follow up to an inquiry about the Honda Pilot that she made by phone.
2. Craft a customer relations letter informing a 33-year-old while male from Ballwin that he will not receive an allowance
on his water bill. He appealed his bill after it was three times the number of past bills for the same amount of time. A
technician was sent to his home to re-read the meter. While the technician noted that it would have been nearly
impossible for the family to consume such an amount of water, he did not discover a leak. In his words, “this just
doesn’t make sense.” Corporate billing does not believe that there was an error in the reading and is demanding the
homeowner pay the bill in full.

Your letters should:

● adhere to letter formatting, style, and design as described in Chapter 4.

● be free of all grammatical and mechanical inconsistencies.
● include information pertinent to the subject. As a group, you should determine what information provided in the
scenarios above should be used to persuade your audience and what information is superfluous.
● be a collaborative effort with all members working to craft the final product. Those identified by members as “weak
links,” will not receive full credit.

BRAINSTORMING Ideas that I came up with (Linnae) just some thoughts What do
you think? 9/3

Are there any ideas you guys like better? Or some that need to be axed right
away? (9/4 @412)

REALLY NEED some input fellas. 9/5. Linnae

Assignment 1:
● Where are we? St. Louis if so perhaps offer a gift/gas card if they come in and purchase
a car
● include hours of operation,
● incentive to come in. Husband being a school teacher should be encouraged to set an
appointment and come in on Saturday when the dealership has lunch catered for staff
and customers. (Every dealership that my brother-in-law worked at for over 20 years has
a free catered lunch on Saturday)
● Highlight key points/features about the car she was interested in.
● Include business card
● Give current promotional credit offers.
● Include offers/coupons on services like oil changes

Assignment 2: YUK I don’t like this one. . . it strikes too close to home.
● Be apologetic but unwavering.
● Encourage homeowners to seek professional opinion at their own expense and if a leak
is found they will then adjust the bill.
● Offer to split the cost of repair if a leak is found and the technician missed it.
● Offer to investigate the issue further

Jackie- 9/6
I feel like these are all good ideas and should be implemented in some way. How
do we want to go about writing the drafts? Do we want to do it on this doc, or is
there another one?
Linnae 9/6 1208
On this one they follow our brainstorming ideas. Each letter is on a separate
page. (I think one page is sufficient any longer risks being redundant) I will pull
out my laptop and put down a very rough start. Please add to or change as
needed.

Linnae 9/6 1:35 pm wrote both letters. Please look, review, proof and make
changes as you see fit. They are rough drafts….( In fact I have not even proof
once)

Tryson- Both drafts look really good Jackie and Linnae. I feel like we should be more
apologetic so they will use our service again in the future and days to come. Customer
service is the most important thing when it comes to a company. At the end of the day
we work for the customer.

Jackie- I still do not have a link to the other docs, should that be in my email or can I
reach it from here?

Jackie- nevermind, I saw them. They both seem really good. Great job tying in all of the
points from the brainstorm session.

Linnae
Did you both make the changes you wanted? If you want more apologetic please add it
where you see fit. I personally think it matches the tone and books template for "no,
request" SIDE NOTE Pretty neat that our names really sound like a complete name. Lol

Linnae @830 I have made the final changes for myself. I highly recommend you both
Proof and adjust how you want. If you do not let me know by 10 pm I will be submitting it
with or without approval. Please let me know.

Jackie @9:30- everything looks good from my point of view. The only thing I see that
may need to be tweaked is the names under the sincerely. You have my first name,
your name, and then my last name. (FIXED…. THANKS LINNAE)

Does anyone know if we all need to turn it in or just group leader? ((NO CLUE we all
should….Linnae)) Just got confirmation from Mr. chapman, he will be grading this doc.