Which of these survey conclusions, if true, indicates a need to retrai

QUESTION

Which of these survey conclusions, if true, indicates a need to retrain employees at these locations?

A) Average prices of items in the meat department were higher than those at the grocer’s competitors.
B) Customers overwhelmingly lived within a ten-mile radius of the Shopper’s Pride location that they patronized.
C) The staff at the ten locations is comparable in level of experience to stores company-wide.
D) Profits declined an average of 13 percent among the ten stores.
E) Customers felt that checkout clerks and other personnel were “frequently” impersonal or unhelpful.

ANSWER

Answer: E
Explanation: E) In a business where customer satisfaction is as important as price, employees cannot afford to treat patrons discourteously. Choice E suggests a reason for the drop in sales and also suggests the need for management to improve job performance and develop an atmosphere of friendliness and willingness to help. Choice A identifies a factor—higher prices—that might be a major reason why shoppers are favoring the competition. Choices B and C identify customer and staffing factors that don’t deal directly with the alarming drop in profits. Choice D identifies the extent of the sales decline but doesn’t suggest a cause.