Dopson's Hardware was in bad financial shape. It owed so much money that vendors put the store on a cash-only delivery basis. As a result, the store had a dwindling inventory of goods to sell. The owner directed the sales staff to tell any customer asking about an unavailable item that it was on backorder and would be in stock the following week. When customers returned a week later as instructed, the item would still be unavailable. The owner's policy created a(n) ________ gap.
A) knowledge
B) empowerment
C) communication
D) standards
E) tangibility

Question

Quizplus · Accepted Answer

The owner's policy created a communication gap because the sales staff was instructed to provide misleading information to customers about product availability.

Dopson's Hardware Was in Bad Financial Shape