Kwame Is Interacting with Mark, an Unhappy Client, Who Did

question 2

Multiple Choice

Kwame is interacting with Mark, an unhappy client, who did not receive the products he ordered on time. Mark says, "This is the second time that your order has arrived late at my factory." Kwame tries to accept this criticism positively by identifying the feelings that Mark seems to be expressing. Which of the following does Kwame most likely say?

• A) You are disappointed about the delayed deliveries, am I right?
• B) You believe that we have started making late deliveries.
• C) Are you saying that the delivery reached you late yesterday?
• D) It is true that the delivery reached you after the scheduled time.
• E) Please do not be angry. We will deliver on time next month.

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Definitions:

BFOQ Defense

Bona Fide Occupational Qualification Defense, a legal principle allowing discrimination in hiring if it is reasonably necessary to the normal operation of that particular business.

Prima Facie

A legal term indicating that upon initial examination, there is sufficient evidence to prove a case unless disproved by opposing evidence.

Title VII

A section of the Civil Rights Act of 1964 that prohibits employment discrimination based on race, color, religion, sex, or national origin.

Quid Pro Quo

A Latin term meaning "something for something," indicating a mutual agreement where each party receives something of value in exchange for something else.