XAT 2020 — Decision Making Question 13
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.
After a few months, the sales head enquired, “In case you are using the cotton pillow covers and like them, kindly rate them on the e-commerce website. It will help us serve our customers better.”
Later that evening, her father remarked, “You know, I really love these pillow covers though I am not sure why you bought so many of them”.
Which of the following reasons gives Deepti the BEST rationale to ignore the sales head’s request?
Answer & solution
- A
Acceding to the request benefits just the seller while her sore experience remains.
If the seller truly cared about customers, they should have shipped the satin pillow covers by now.
- C
Cotton pillow covers were delivered erroneously. Hence the seller does not deserve appreciation.
- D
Her review will lack credibility since there is no proof that she purchased the product.
- E
Acceding to the request will imply that she was wrong in ordering satin pillow covers in the first place.
As per the sales head request, they want Deepti to rate the cotton pillow covers which in turn will help the website to serve the customers better. Option 1 only relates to her bad experience and not about customers in general. Eliminate it. Option 2 is correct as despite her complaint to the seller, her satin covers were not delivered. So if the sales team really wanted to serve their customers, they could start by sending the satin covers which were originally ordered. Though option 3 also talks about the erroneously delivered covers, it is from the point of view of the seller and not the customers. Eliminate it. Option 4 is incorrect as though she has not purchased the cotton pillow covers, she has used them. So her review will not lack creditability. Option 5 is also incorrect as she was not wrong in ordering the satin pillow covers.
Hence, option (b).