Suppose You're a Salesperson for a Beer and Wine Distributor

question 1

Multiple Choice

Suppose you're a salesperson for a beer and wine distributor. One of your customers has just finished telling you they are unhappy because their last order contained several broken bottles. What should you do after expressing empathy and taking responsibility for the problem?

• A) Offer the customer a discount on avoids next order.
• B) Reimburse the customer for the broken bottles.
• C) Ask the customer what he/she would like you to do.
• D) Allow the customer to the vent.
• E) Both a and to b

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Definitions:

Fractionating Conflict

The strategy of breaking down a large or complex conflict into smaller, more manageable disputes.

Collaborative Ideal

The principle or aim of working together cooperatively and harmoniously towards a common goal or solution, often in contexts of teamwork or negotiation.

Trust/Low Distrust

A state of confident expectation in someone's character, ability, strength, or truth, or its absence resulting in skepticism and caution.

Intractable Negotiation

A negotiation perceived as impossible to resolve due to deep-seated disagreements, high complexities, or significant power imbalances.