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Question
As part of their sales training, the staff at Penny Stores is encouraged to build personal relationships with the store's patrons. Apart from receiving product training, the staff is taught to follow a scripted sales process wherein they must greet the customers, introduce themselves, and enquire about their purchase. They are also encouraged to engage in casual conversation with the customer. In a recent survey conducted by the marketing department, it was revealed that customers were dissatisfied with the level of service at Penny Stores. Which of the following, if true, best explains this situation?
A) Customers come to Penny Stores to make high-involvement purchases.
B) Customers associate superior service with efficiency and not friendliness.
C) Penny Stores offer an extensive range of consumer products.
D) The training period for the staff is three weeks long.
E) The staff at Penny Stores is friendly but not familiar.
Answer
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