Daveed Was Called in to Meet with His Boss, Paula

question 90

Multiple Choice

Daveed was called in to meet with his boss, Paula. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Paula explained that he had handled the situation well, listening to the customer and finding a fair solution. Paula told him that, even more important, working the way he did to correct the error could result in

• A)a smaller empowerment gap.
• B)positive word of mouth.
• C)a full refund for the customer.
• D)a larger service gap.
• E)less instrumental support.

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Definitions:

Counteroffer

A proposal made in response to an initial offer, suggesting different terms or conditions.

Resistance Point

The minimum or maximum point beyond which a party will not go in a negotiation; also known as walk-away point.

Basic Strategy

A fundamental plan or set of actions designed to achieve a long-term goal or overall aim.

Negotiator

An individual involved in discussions with the goal of reaching a mutual agreement or resolving differences between parties.