solution

Axel Pine is a sales representative. Axel is dealing with a challenging customer and needs support from their Sales Manager, Francesca Liet. He wants guidance on how to approach and solve a complex customer request. Axel has sent three emails to Ms. Liet in the past two weeks and has received no response. He is getting very frustrated.

The Email Trail

Email 1

Hi,
I just wanted to let you know that I am having a difficult time with Bosrox Manufacturing. They are making demands above my pay grade.
Axel

Email 2

I hope the conference in Regina went well for you. I know how demanding the trade show floor can be. To fill you in on Bosrox. They are asking for a break in shipping costs per order and I think they are probably worth it given how much business they have provided us in the past. Last month I had lunch with their purchasing manager who I play golf with quite often and he says he is very happy with our services and our costs in general. He said they are not shopping for the business and our account is safe. I have been doing research of my own into possible competitors for our account and I can’t seem to come up with any viable challengers. I think we are ok with Bosrox overall. The reduced shipping request is a puzzling one. I think I will do research on the cost of shipping and what our competitors charge and put together a report to see if the cuts are worth it or not. I hope everything is well with you and that you are getting used to the new role. I am always there to help if you need it. The all-hands meeting next month will be a good opportunity to get together and get to know each other better. I want to help you in any way that I can. Please feel free to reach out to me.
Best,
Axel

Email 3

I know you are very busy in the new position. Please let me know if I can help. I have not come to a final plan for Bosrox and the shipping price reduction.
Axel

What made Axel’s email incoherent and where did it shift topics? Use specific examples where possible.