Wade bought a CD player. He broke the compartment where the CD is placed when he tried to open it by hand, instead of using the opening mechanism. Wade took it back to the store and asked to exchange the broken one for a working model. The store honored his request without asking any questions about how the break occurred. The retailer was:
A) more concerned about establishing a long term-relationship through customer service than making a short-term profit.
B) less interested in customer satisfaction and more concerned with store profit.
C) more concerned about a transactional exchange than it was about a long-term relationship.
D) using employee empowerment to create exchange.
E) doing none of the above.

Question

Quizplus · Accepted Answer

The retailer's decision to exchange the broken CD player without questioning how the break occurred suggests they prioritize customer satisfaction and building a long-term relationship over immediate profit. This approach can foster customer loyalty and potentially lead to more business in the future.

Wade Bought a CD Player