Isabel is the manager of a flower shop. A customer, Mrs. Vernon, enters the shop. Isabel enjoys working with Mrs. Vernon and asks her about her family. After chatting a few minutes, Mrs. Vernon requests 500 roses for the weekend. Isabel is pretty sure she has enough flowers, so she writes up a receipt and agrees to deliver the flowers Friday night. What should Isabel do differently?
A. Isabel should be sure she can deliver what she promises.
B. Isabel should show an interest in her customer.
C. Isabel should give her customer her attention when she speaks.
D. Isabel should maintain a more positive attitude.

Isabel should be sure she can deliver what she promises

Explanation:

Human tend to form impression based on interaction and experience. when there is difference in expectation and reality, they relearn and ignore the previous learning. Since Isabel promised to deliver 500 roses at given time. Mrs. Vermon is sure she will deliver it. if Isabel did not live up to her promise, Mrs. Vermon perception of Isabel's service quality will change and it is highly likely she may not shop from Isabel's shop in future, to further worsen the situation she may dissuade other customer from shopping from Isabel's shop.

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