Question

Gwen, a manager at Exude Apparels Inc, received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, which of the following is an appropriate response to the second request? A) Ignoring the second request B) Using an indirect approach in the second response C) Using the deductive outline in the second response D) Resending the first response

Answer 1

Answer:

C) Using the deductive outline in the second response

Explanation:

an indirect approach will not work

Answer 2

Answer:

C) Using the deductive outline in the second response

Explanation:

As in the past Gwen made a tactful and clear manner It means that approach didn't satisfies the customer or encourage him to engage in the second request as a way to endure his claim.

Now, Gwen should go with a direct approach and establish right away that the company has a no-return policy and will not make an exemption