Read and analyze the following paragraph for its primary and secondary purpose.
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.
1. What is the primary purpose of this message?
A. To file a complaint.
B. To refuse a refund.
C. To direct a customer to customer service.
D. To apologize to a customer.
2. What is the secondary purpose of this message?
A. To sell more video games.
B. To rebuild the customer’s good will.
C. To provide a refund.
3. 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?
A. Amount and speed of feedback and interactivity required
B. Amount of effort involved.
C. Cost of the channel.
D. Receiver’s preference and level of technical expertise.
E. Confidentiality and sensitivity of the message.
F. Degree of satisfaction.
G. Sender’s composing preference.