Gavin Purchased an MP3 Player at a Large Electronics Retailer

question 22

Multiple Choice

Gavin purchased an MP3 player at a large electronics retailer. When his device stopped working, he emailed the store to inquire about a repair or replacement device. Gavin received a reply from a customer service representative thanking him for his inquiry and resolving to try to help him. The representative stated that it might be the manufacturer, not the store itself, who should handle this type of problem. She thanked him again for his business and encouraged him to continue shopping at the retailer. Which of the following statements accurately describes the customer service representative's job of delivering bad news?

• A)Her message was insensitive and likely offended Gavin.
• B)Her message failed to consider a positive image of the retailer she works for.
• C)Her message was unclear and will likely result in further communication from Gavin.
• D)Her message effectively balanced all four goals of communicating bad news.
• E)Her message failed to achieve any of the four goals of communicating bad news.

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Definitions:

Motivation To Transfer

The degree to which learners possess a positive attitude and intention to apply the skills or knowledge gained from training to their job.

Performance-Outcomes Expectations

Anticipations regarding how well tasks or responsibilities will be executed and the results that will be achieved.

Opportunities To Use

Situations or circumstances that allow individuals to apply newly acquired skills or knowledge in real-world contexts.

Relapse Prevention

Relapse Prevention is a strategy in behavior therapy aimed at preventing or managing the occurrence of a setback in a patient's recovery from a psychological disorder or substance addiction.