Tony is a salesperson dealing with a customer complaint. Tony's ...

[Bernana]

Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should
 a. allow the customer to vent more.
  b. tell the customer no.
  c. thank the customer for the suggestion and then offer an alternative solution.
  d. agree to the resolution even though he knows his company won't be able to follow through on his promise.
  e. tell the customer to think again.

Question 2

Selective _____ is the tendency to accept communication messages consistent with existing attitudes and beliefs.
 A) exposure
  B) attention
  C) perception
  D) retention
  E) memory

[dreamfighter72]

Answer to Question 1

C

Answer to Question 2

A