An Angry Customer Has Emailed Kurtis Wanting to Know Why

question 40

Multiple Choice

An angry customer has emailed Kurtis wanting to know why the custom luggage he ordered three weeks ago hasn't arrived yet. When Kurtis looks up the order, he discovers that the customer never chose the type and color of hardware he wanted. How should Kurtis respond to avoid blaming the customer?

• A) If you had read the instructions completely, you would have seen that you needed to complete all choices before work could begin.
• B) You didn't bother to pick hardware styles or colors, so there was no way we could complete your order.
• C) We are very busy and need to focus on the orders of customers who actually filled out the options form correctly.
• D) To complete your order, please use the attached form to choose the style and color of hardware that you prefer.
• E) You forgot to choose hardware for your luggage, so we're waiting on you to do that.

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Definitions:

Confederates

Individuals who are secretly working with the researcher and are aware of the experiment's aims, but are presented as participants to the other subjects.

Conformity

The act of matching attitudes, beliefs, and behaviors to group norms, politics, or being similar to others.

Confederates

Individuals who secretly work together, especially within the context of experimental research to simulate social interactions or situations.

Dissenting Opinion

An opinion in a legal case that differs from the majority's decision, offering alternative views or legal reasoning.