Roselle Was Upset with the Service She Received When She

question 5

Multiple Choice

Roselle was upset with the service she received when she was trying to purchase a handbag at a store. First, the salesperson seemed preoccupied with a conversation with another associate. When she finally acknowledged Roselle's presence, the salesperson offered no assistance to Roselle and had minimal information about merchandise. Roselle plans to make a formal complaint to the management. What should the store manager do to recover from this service failure?

• A) Motivate sales associates to have an antagonistic attitude while dealing with the customer complaint.
• B) Encourage the customer to complain without interruption and then give a sympathetic response.
• C) Instruct sales associates to always assume they know what the customer is complaining about.
• D) Ensure that the customer is referred to several different store employees to get the issue resolved.
• E) Tell the customer to leave feedback on the store's website.

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Definitions:

FIFO

First-In, First-Out, an inventory valuation method where goods purchased or manufactured first are sold or used first.

LIFO

Last In, First Out, an inventory valuation method where the most recently produced items are recorded as sold first.

Bonus Rate

An additional rate of interest applied over the standard rate in certain savings accounts or investments as an incentive.

Specific Identification Method

An inventory valuation method that tracks the cost of specific items purchased and sold.