XAT 2020 — Decision Making Question 12
Read the following paragraph carefully and answer the question that follows:
When Deepti opened the package, she was aghast. She received cotton pillow covers instead of satin pillow covers, she had ordered. Deepti ordered them for her father from a popular ecommerce website that hosted products of many sellers.
Confused, Deepti contacted the seller’s office using the details given on the package. The seller’s representative profusely regretted and promised to send the satin pillow covers at no extra cost. He added that Deepti need not return the cotton covers she received. Deepti happily accepted the deal.
A few days later, Deepti received another package from the seller. Unfortunately, this package also contained cotton pillow covers. Completely disillusioned with the seller’s professionalism, Deepti decided to put to use these cotton pillow covers also.
In the feedback column, Deepti awarded 1-star out of the maximum 5 stars to the seller and described her negative experience.
Later that evening, the sales head called and pleaded with her to retract her feedback and upgrade them to 5-star, as they had already fired the employee concerned. He appealed that they were a young organization and that their sales were getting badly affected.
Given the circumstances, what should be the IDEAL response?
Answer & solution
- A
She should retract the feedback and award 5-star as the seller has already punished the concerned employee.
- B
She should retain the feedback but award 3-star as a consolation measure.
- C
She should order again with the same seller and share her renewed experience.
- D
She should retract the feedback and award 5-star since sales are getting affected.
She should stick to her feedback and the stars awarded since she reported only what had taken place.
Option 1 is incorrect as though the concerned employee has been punished, Deepti’s bad experience still remains unresolved. Option 2 is also incorrect as there will be a mismatch between her feedback and the stars awarded. Option 3 is incorrect as she had contacted the seller after receiving the wrong covers and still received the wring package. So reordering from the same seller will not be correct course of action. Option 4 is incorrect as though it will be helpful for the seller, her bad experience is not taken into consideration. Only option 5 is the correct course of action.
Hence, option (e).