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Question
Richard Fisher is interacting with Mark Bryant, a disgruntled client who did not receive the timely delivery of products. The client says to him, "This is the second time that the goods arrived late at my factory." Fisher tries to accept his criticism positively by identifying the feelings that Bryant's seems to be expressing. Which of the following is Fisher most likely to say?
A. "You feel pretty angry about the late delivery, right?"
B. "You believe that we have started making late deliveries."
C. "Are you saying that the delivery reached you late yesterday?"
D. "It is true that the delivery reached after the scheduled time."
E. "Please do not be angry. We will deliver on time next month."
Answer
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