Erica Mason Was Talking to Erin Porter,a Team Member,about the Problems

question 45

Multiple Choice

Erica Mason was talking to Erin Porter,a team member,about the problems she is facing with a client who is rude,demanding,and obnoxious.She says,"Mr.Lewis yesterday banged the phone down on my face while I was still talking.Today,when I called to give him quotes on a travel package he requested for,he said that I should not call him and waste his precious time if I cannot offer him a 30% discount." Porter in her response,instead of acknowledging Mason's problem,said something which made her feel she did not understand her problem.Which of the following did Porter most likely say?

• A) "Maybe you should try talking to him more politely. I am sure he will come around if you are just a little more patient with him."
• B) "You should one day observe Kylie Taylor deal with her clients. She is just brilliant!"
• C) "The problem is you are too emotional. You should not take such clients so seriously!"
• D) "Is there anything you want me to do to help you with the package?"
• E) "The client I handled was even more difficult to deal with but I think I handled him well."

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Definitions:

Free-Floating

A term often used in psychology to describe anxiety that is not attached to specific situations or objects.

Generalized Anxiety Disorder

A mental health disorder characterized by persistent and excessive worry about various aspects of life, beyond the typical anxiety experienced by individuals.

Repressed

Describes thoughts, memories, or desires that are unconsciously held out of awareness due to being deemed unacceptable or distressing.

Depressive Disorders

A group of mental health conditions characterized by persistent feelings of sadness, hopelessness, and a lack of interest or pleasure in daily activities.