A Sales Associate Who Is Confronted by a Customer Whose

Multiple Choice

A sales associate who is confronted by a customer whose newly purchased DVD player would not play his DVDs should:

A) tell the customer to relate her complaint to a manager
B) avoid placing any blame on the store or its employees for the customer's inconvenience
C) take action only after the customer has requested her system be replaced for the second time
D) not interrupt the customer's complaint
E) do all of these