To Reduce the Delivery Gap, Retailers Need to

question 55

Multiple Choice

To reduce the delivery gap, retailers need to

• A) avoid empowering their front-line employees.
• B) always assume they know what the customer is complaining about.
• C) encourage store employees to have an antagonistic attitude toward customer complaints.
• D) provide instrumental and emotional support to employees.
• E) set service standards based on internal operations rather than customers' perceptions.

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Definitions:

Blocked Communication

A situation where communication is hindered or made ineffective due to barriers such as language, cultural differences, or interpersonal conflicts.

Buyer Acceptance

The stage at which a potential buyer agrees or decides to purchase a product or service.

Business Attire

Formal clothing worn in professional settings, often including suits, dress shirts, blouses, and appropriate accessories.

Conservative Clothing

Apparel that is traditional in style, avoiding bold colors or designs, and is often associated with formal or professional settings.