Comprehension
Read the situation below and answer the 3 associated questions:
When Deepti opened the package, she was aghast.She received cotton pillow covers instead of satin pillow covers,she had ordered.Deepti ordered them for her father from a popular e-commerce website that hosted products of many sellers.
Confused,Deepti contacted the seller’s office using the details given on the package.The seller’s representative profusely regretted and promised to send the satin pillow covers at no extra cost. He added that Deepti need not return the cotton covers she received.Deepti happily accepted the deal.
A few days later,Deepti received another package from the seller.Unfortunately,this package also contained cotton pillow covers.Completely disillusioned with the seller’s professionalism,Deepti decided to put to use these cotton pillow covers also.
When Deepti opened the package, she was aghast.She received cotton pillow covers instead of satin pillow covers,she had ordered.Deepti ordered them for her father from a popular e-commerce website that hosted products of many sellers.
Confused,Deepti contacted the seller’s office using the details given on the package.The seller’s representative profusely regretted and promised to send the satin pillow covers at no extra cost. He added that Deepti need not return the cotton covers she received.Deepti happily accepted the deal.
A few days later,Deepti received another package from the seller.Unfortunately,this package also contained cotton pillow covers.Completely disillusioned with the seller’s professionalism,Deepti decided to put to use these cotton pillow covers also.
Question: 1
A few days later, Deepti received an email from the e-commerce website, requesting her to share feedbackabout the seller.Deeply frustrated with the overall online purchasing experience, she deliberately ignored it.Later that evening, over supper, her father opined that the balcony curtains needed to be changed.He suggested that they be bought from a local shop. “If something went wrong, we could at least yell at the seller,”he added.
Deepti stared at her laptop and began writing her feedback.What would Deepti DEFINITELY achieve by giving feedback?
A few days later, Deepti received an email from the e-commerce website, requesting her to share feedbackabout the seller.Deeply frustrated with the overall online purchasing experience, she deliberately ignored it.Later that evening, over supper, her father opined that the balcony curtains needed to be changed.He suggested that they be bought from a local shop. “If something went wrong, we could at least yell at the seller,”he added.
Deepti stared at her laptop and began writing her feedback.What would Deepti DEFINITELY achieve by giving feedback?
Deepti stared at her laptop and began writing her feedback.What would Deepti DEFINITELY achieve by giving feedback?
Updated On: Aug 25, 2025
- Prove a point to her father
- Release her frustration
- Coerce the e-commerce website to punish the seller
- Instigate people against the seller
- An act of social service
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The Correct Option is B
Solution and Explanation
In the given scenario, Deepti is frustrated with her online purchasing experience as she received incorrect items twice, despite assurances from the seller. When asked to provide feedback, Deepti sits down to write it. The primary motivation for providing feedback, given the situation and Deepti's emotions, would be to express her dissatisfaction and release the built-up frustration from the repeated mistakes made by the seller. Therefore, the action Deepti would definitely achieve by providing feedback is to release her frustration. This analysis aligns with option: Release her frustration. This choice is logically sound since none of the other options directly address the personal relief and self-expression aspect of Deepti's actions in response to her negative experience.
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Question: 2
In the feedback column,Deepti awarded 1-star out of the maximum 5 stars to the seller and described her negative experience.
Later that evening, the sales head called and pleaded with her to retract her feedback and upgrade them to 5-star, as they had already fired the employee concerned.He appealed that they were a young organizationand that their sales were getting badly affected.
Given the circumstances, what should be the IDEAL response?
In the feedback column,Deepti awarded 1-star out of the maximum 5 stars to the seller and described her negative experience.
Later that evening, the sales head called and pleaded with her to retract her feedback and upgrade them to 5-star, as they had already fired the employee concerned.He appealed that they were a young organizationand that their sales were getting badly affected.
Given the circumstances, what should be the IDEAL response?
Later that evening, the sales head called and pleaded with her to retract her feedback and upgrade them to 5-star, as they had already fired the employee concerned.He appealed that they were a young organizationand that their sales were getting badly affected.
Given the circumstances, what should be the IDEAL response?
Updated On: Aug 25, 2025
- She should retain the feedback but award 3-star as a consolation measure.
- She should stick to her feedback and the stars awarded since she reported only what had taken place.
- She should retract the feedback and award 5-star as the seller has already punished the concerned employee.
- She should order again with the same seller and share her renewed experience.
- She should retract the feedback and award 5-star since sales are getting affected.
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The Correct Option is B
Solution and Explanation
Given the situation, we need to analyze Deepti's options for responding to the seller's request. The key pieces of information include: Deepti's negative experience with the seller, which involved receiving the wrong items twice despite being promised the correct ones. As a result, she left a 1-star review to reflect her dissatisfaction. Later, the sales head contacted Deepti and requested her to change the feedback to a 5-star rating since they've fired the responsible employee, expressing concerns about their sales being affected. Deepti has several response options:
- Retain the feedback but award 3 stars as a consolation.
- Stick to her original feedback and rating.
- Retract the feedback and award 5 stars due to the corrective action by the seller.
- Order again to give the seller another chance.
- Retract the feedback and award 5 stars because sales are affected.
The most ethical and ideal response is for Deepti to stick to her original feedback and the stars awarded. Here’s why:
- Authenticity: Deepti’s initial feedback was a genuine reflection of her experience. It is important that reviews on e-commerce platforms maintain authenticity to help future buyers make informed decisions.
- Accountability: While it's admirable the company took steps to address the employee issue, it does not negate the fact that Deepti experienced poor service twice. Changing the review might undermine the accountability of organizations to provide good service consistently.
- Consumer Trust: By keeping her review unchanged, Deepti contributes to consumer trust in the review system. Changing a review due to external pressure can distort the marketplace’s reliability.
Therefore, the correct and ethically aligned choice in this scenario is: She should stick to her feedback and the stars awarded since she reported only what had taken place.
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Question: 3
After a few months, the sales head enquired,“In case you are using the cotton pillow covers and like them,kindly rate them on the e-commerce website. It will help us serve our customers better.”
Later that evening, her father remarked,“You know, I really love these pillow covers though I am not sure why you bought so many of them”.
Which of the following reasons gives Deepti the BEST rationale to ignore the sales head’s request?
After a few months, the sales head enquired,“In case you are using the cotton pillow covers and like them,kindly rate them on the e-commerce website. It will help us serve our customers better.”
Later that evening, her father remarked,“You know, I really love these pillow covers though I am not sure why you bought so many of them”.
Which of the following reasons gives Deepti the BEST rationale to ignore the sales head’s request?
Later that evening, her father remarked,“You know, I really love these pillow covers though I am not sure why you bought so many of them”.
Which of the following reasons gives Deepti the BEST rationale to ignore the sales head’s request?
Updated On: Aug 25, 2025
- Acceding to the request will imply that she was wrong in ordering satin pillow covers in the first place.
- If the seller truly cared about customers,they should have shipped the satin pillow covers by now.
- Her review will lack credibility since there is no proof that she purchased the product.
- Acceding to the request benefits just the seller while her sore experience remains.
- Cotton pillow covers were delivered erroneously.Hence the seller does not deserve appreciation.
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The Correct Option is B
Solution and Explanation
To address the question regarding Deepti's rationale for ignoring the sales head's request, we must analyze the situation and evaluate the provided options. The context indicates that Deepti ordered satin pillow covers but received cotton ones twice, despite assurances from the seller. This exemplifies the seller's lack of reliability and customer service. Given the options, we seek a rationale that aligns with Deepti's dissatisfaction with the purchasing experience. Let's evaluate each option:
- Acceding to the request will imply that she was wrong in ordering satin pillow covers in the first place.
This option is incorrect because rating the cotton covers positively or negatively does not reflect on her initial choice of satin covers. - If the seller truly cared about customers, they should have shipped the satin pillow covers by now.
This statement captures Deepti's discontent and suggests her skepticism towards the seller's customer care. Hence, it provides a strong rationale for ignoring the rating request. - Her review will lack credibility since there is no proof that she purchased the product.
Although this could be a valid reason, it doesn't primarily address her dissatisfaction with the seller. - Acceding to the request benefits just the seller while her sore experience remains.
While true, this focus is more on personal conflict and less on the seller's repeated error. - Cotton pillow covers were delivered erroneously. Hence the seller does not deserve appreciation.
This is a valid reason to not rate them positively, but it's more about denying appreciation than doubting the seller's care.
Upon analysis, option 2, "If the seller truly cared about customers, they should have shipped the satin pillow covers by now," stands out as the best rationale. It aligns with Deepti’s dissatisfaction due to the seller's repeated errors and questions the sincerity of their customer service, providing her a justified reason to ignore the request.
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