We strive to make all of our customers feel satisfied with their video game purchases, so we invite you to exchange “Gods of Parnassus” for another video game from our large inventory. Although we are unable to offer refunds for opened games, we believe you will be able to choose a suitable replacement. As you may have read on the box label or in the game guide, “Gods of Parnassus” features flashing lights that may cause epileptic seizures in rare instances. You may want to check the warning labels on any future purchases to ensure a safe and enjoyable gaming experience.

What is the primary purpose of this message?

To file a complaint

To refuse a refund

To direct a customer to customer service

To apologize to a customer

What is the secondary purpose of this message?

To sell more video games

To rebuild the customer’s goodwill

To provide a refund

After identifying the purpose of your message, you should select the most appropriate communication channel. When determining the most effective channel for your message, which of the following should you consider? Check all that apply.

Amount and speed of feedback and interactivity required

Amount of effort involved

Cost of the channel

Receiver’s preference and level of technical expertise

Confidentiality and sensitivity of the message

Degree of satisfaction

Sender’s composing preference