【正确答案】Sample answer to question 2: Improving Service of Customers' Phone Orders There have been an unusual number of mails from our customers complaining that they are experiencing difficulties in placing orders because all the phone lines are tied up, and that some customers are ordering from other wholesalers as a result. This is causing a loss in sales commissions. Most orders are phoned in between 9:30 and 11:30 in the morning and l:00 and 2:00 in the afternoon, according to the times indicated on the order forms from last month. The phone operators, however, report that the lines are tied up throughout the day, usually by calls from the sales department. In order to relieve congestion, then, it is necessary to reduce phone activity in the sales department. This reduction can be made by using the pay phones for personal calls during the peak ordering hours. Calls on company business should be made during nonpeak hours too, if possible. This will enable us to keep more lines open during the peak ordering hours without spending money on costly new lines. With the lines open to incoming calls, customers will find that they can place their orders quickly and easily. This will encourage them to keep calling us instead of our competitors, which can mean greater sales for you. In addition, good service helps build goodwill which may enable you to get a bigger share of your customers' business. The easy phone ordering service will also serve you as an additional selling point for new customers. In order to improve customer relations and realize greater sales, then, it is advisable to use the pay phones for personal calls between the peak hours of 9:30-ll:30 and l:00-2:00, and make outgoing business calls during nonpeak hours.