Pavel Is Using the Story Line Approach in His Presentation

Question 62
Multiple Choice

Pavel is using the story line approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation. After telling the story of a sandwich chain that trained its workers in a particular customer service approach, he says, "Within six months, their complaints dropped by half and their customer satisfaction increased by 18 percent." What aspect of a business story does that statement represent? A) the plot B) the setting C) the characters D) the resolution E) the moral or lesson