Esinam Gives a Presentation to a Group of Trainees at Her

question 21

Multiple Choice

Esinam gives a presentation to a group of trainees at her store on how to deal with angry, dissatisfied customers. Just as she finishes, one of the trainees, Owen, asks her a question about what he should do if he isn't sure of the information to be provided to a customer. Esinam should handle Owen's question by

• A) nodding her head to indicate that she understands the question.
• B) telling Owen that she has already answered the question in her presentation.
• C) linking her answer to the points she's covered during her presentation.
• D) saying, "That is an excellent question!"
• E) attempting to respond to Owen's question even when she isn't sure about the answer.

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Definitions:

Degass Bottle

A component in a vehicle’s cooling system that helps remove air from the coolant fluid to prevent overheating and promote efficient operation.

Surge Tank

A container used in fluid systems to absorb excess pressure or provide extra fluid during a demand surge, helping to stabilize the system.

Ventilation System

An engineering control system designed to replace or exchange air within a space to improve air quality and remove moisture, odors, smoke, heat, dust, airborne bacteria, and carbon dioxide.

Coolant Ratio

The specified mixture of coolant and water in a vehicle's cooling system, crucial for preventing overheating and freezing.