Roselle Was Upset with the Service She Received When She

question 36

Multiple Choice

Roselle was upset with the service she received when she was trying to purchase a handbag at a store.First,the salesperson seemed preoccupied with a conversation with another associate.When she finally acknowledged Roselle's presence,the salesperson offered no assistance to Roselle and had minimal information about merchandise.Roselle plans to make a formal complaint to the management.What should the store manager do to recover from this service failure?

• A) Motivate sales associates to have an antagonistic attitude while dealing with the customer complaint.
• B) Encourage the customer to complain without interruption and then give a sympathetic response.
• C) Instruct sales associates to always assume they know what the customer is complaining about.
• D) Ensure that the customer is referred to several different store employees to get the issue resolved.

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Definitions:

Cumulative Effect

The total impact of a change in accounting principle on the net income reported in prior periods, if that change had been applied retrospectively.

Accounting Principle

A fundamental guideline or rule that underpins the financial reporting and accounting practices.

Common Shares Outstanding

The total number of shares of a corporation's stock that are currently owned by investors, including those held by institutional investors and company officers.

Net Income

The total earnings of a company after deducting all expenses, including taxes and operating costs, from its total revenue.