write a letter to refuse a customer’s request

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Write a refusal letter to Jamba Juice

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Write a letter that retains good customer relations with Jamba Juice but refuses this request. What reasons can you give, and what alternatives are available? Address your message to Joe Wong, Vice President, Product Development, Jamba Inc., 450 Golden Gate Avenue, San Francisco, CA 94102.

Read scenario

In an aggressive expansion effort, Jamba Juice became a good customer of your software company. You have enjoyed the business it brought, and you are also quite fond of its products – especially Banana Berry and Mega smoothies. Jamba Inc. is in the midst of expanding its menu with the goal of becoming the Starbucks of the smoothie. “Just as Starbucks defined the category of coffee, Jamba has the opportunity to define the category of the healthy snack,” said market analysis Brian Moore. One goal of Jamba is to boost the frequency of customer visits by offering some products that are more filling. Then it could attract hungry customers as well as thirsty ones. It has been experimenting with adding grains such as oatmeal and nuts such as almonds so that a smoothie packs more substance and could substitute for a meal.

You receive a letter from Joe Wong, your business friend and contact at Jamba Juice. He asks you to do him and Jamba Juice a favor. He wants to set up a juice-tasting bar in your company cafeteria to test his new experiment drinks. All the drinks would be free, of course, but employees would have to fill out forms to evaluate each recipe. The details could be worked out later.

You definitely support health snacks, but you think this idea is terrible. First of all, your company doesn’t even have a cafeteria. It has a small lunchroom, and employees bring their own food. Second. You would be embarrassed to ask your boss to do this favor for Jamba Juice, despite the business it has brought your company.

  1. Open your refusal letter with a sincere expression of regret as you state exactly what you are refusing and how you received the request.
  2. Explain your reasons for refusing and any evidence you may have to back up your position.
  3. Offer alternate sources that your reader could appeal to with a better chance of success as a ‘consolation prize.’
  4. Use courteous language throughout your letter, and end by expressing wishes for the reader’s success elsewhere.
  5. Check your refusal letter carefully for typos or any other mistakes in grammar, spelling, and punctuation.

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