Caroline's Crafts 'N Things

Caroline's Crafts 'N Things
Sarah works for a retail shop called Caroline's Crafts 'N Things.Sarah was often quite rude to customers when they annoyed her.One morning, her supervisor asked Sarah into her office and informed her that her behavior was unacceptable.To be rude to one customer could cause several customers not to come back.Sarah's supervisor told her that retaining a customer is much cheaper than trying to get a new one.After their constructive discussion, Sarah's boss told her that she wanted her to go out on the floor that day and attempt to be more helpful to customers.
Over the next few months, Sarah began to help customers learn more about the different products in the store and often explained why the customer might want to purchase one product over another.In doing so, she realized the importance of her role in the retail shop and began to truly enjoy her job.She started to think about the future of the company.She even thought that the company could do very well if it were to sell its products on eBay.When she brought this idea to her boss, her boss thought it was excellent, and asked Sarah to look further into the pros and cons of her idea.
After evaluating Sarah's research, her boss decided to move forward with the idea, asking Sarah to head up this new venture for the company.Sarah then realized that retail is not just about making the sale; the customer should be the focus of all operations.Sarah now looks up to her boss, and is very glad that she was there to mentor her.
-Refer to Caroline's Crafts 'N Things.When Sarah was brought into her boss's office, what was her manager trying to explain?

A) customer motivation
B) customer lifetime value
C) disposable income
D) marketing information system
E) possession utility