Jane Is a Salesperson for a Company That Manufactures Laptop

Jane is a salesperson for a company that manufactures laptop computers. One of her customers left her a message indicating that he is unhappy with an order he received. In the context of ensuring customer satisfaction, what is the first thing Jane needs to do to resolve the customer's complaint?

A) Jane should ask the customer what he would like her to do.
B) Jane should ask the customer to explain the problem and listen carefully to get the whole story.
C) Jane should offer the customer a discount on his next order.
D) Jane should inform the customer that she will not charge him for the order.
E) Jane should tell the customer what she can and cannot do and gain agreement on a solution.