A Customer Returned a Textbook to a Bookstore Because She

question 7

Multiple Choice

A customer returned a textbook to a bookstore because she decided to drop the class after a few weeks. The sales clerk refunded the customer's money immediately because the store had a "no questions asked" refund policy. Which of the following service gaps was reduced because of the clearly defined guideline?

• A) Procurement gap
• B) Knowledge gap
• C) Communication gap
• D) Research gap
• E) Delivery gap

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Definitions:

Sales Message

A written or spoken communication aimed at persuading potential customers to purchase a product or service.

Common-Ground Persuasion

A persuasive technique that seeks to establish mutual understanding or shared beliefs between the persuader and the audience to enhance the effectiveness of the message.

Problem

An obstacle, issue, or uncertain situation that requires a solution.

Persuasive Techniques

Strategies used in writing or speech to convince or influence the audience to adopt a particular point of view or take action.