Question

Sam was called in to meet with his boss, Tricia. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Tricia explained that he had handled the situation well, listening to the customer and finding a fair solution. Tricia commented, "Even more importantly, working the way you did to correct the error could result in __________."
A) a smaller empowerment gap
B) increased customer purchases and positive word of mouth
C) a full refund for the customer
D) a larger service gap
E) less instrumental support

Answer 1

Answer:

Tricia commented Sam that he did well and even more importantly worked in the way he did to correct the error could have resulted in :

B) increased customer purchases and positive word of mouth

Explanation:

In the given question the scenario given is as:

Sam has been called to meet his boss Tricia. He was afraid as he had committed a mistake and was thinking that he would be fired for his mistake done.

Actually the mistake which was committed by him was that he did not dealt nicely with a customer what he was supposed to do. This deal was a very important deal for his company.

But when he met his boss she was happy with him and explained him that he did a nice job as he handled that situation nicely by listening attentively to the customer and finding him a suitable and fair solution what he needed.

So,she commented that  he did well and even more importantly worked in the way he did to correct the error could have resulted in :

B) increased customer purchases and positive word of mouth