You Are an Employee in Accessories of a Department Store

question 67

Multiple Choice

You are an employee in accessories of a department store.A customer complains about your lack of silk scarves after she saw an advertisement in the newspaper.You are unable to provide a tangible restitution as you are not management.Knowing the concept of procedural fairness,what else could you do to satisfy your customer?

• A)offer a rain check
• B)provide free gift wrap
• C)take their name and number and call them when the next shipment arrives
• D)call other stores to see if it is in stock and direct the customer to the other store
• E)make a note to the manager in front of the customer about the lack of merchandise

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Definitions:

Training

The process of teaching or developing in oneself or others, skills and knowledge that relate to specific useful competencies.

Symbolic Action

A conception of leadership that focuses on the ways the leader is able to frame and define reality for others. Leadership is conceived as a process of interaction rather than a thing.

Prescribed Behavior

Actions or conduct mandated or expected by societal, organizational, or specific situational norms.