ngochuyen1904
Premise:Goal: Improve customer relation
Plan: Requiring low employee morale smile (this is fake smile)
Other information: Customers could tell fake smiles from genuine smile
Conclusion: “Smile initiatives” are unlikely to achieve their goal
Pre-think: For low morale employees:
Before the initiative they show:
• Only low-morale facial expressions (1) Created
-10 points of customers’ satisfaction
After the initiative they show:
• Low-morale facial expressions (1) Created
-6 points of customers’ satisfaction
• Fake smiles (2) Created
-10 points of customers’ satisfaction
Total: Created
-8 points of customers’ satisfaction
Look at the table above, if customers' feelings about fake smiles are better than their feelings about the other facial expressions clearly the initiative helped increases 2 points of customers’ satisfaction
This weakens our conclusion
Example above is exactly what
option B is telling us
Thanks for sharing your reasoning. Truthfully it is still hard for me to accept the ANS B, but it help me with my own version. I hope my post helps others who still look for the right wording to their brain, just like me.
Goal: Improve Customer Relationship by SMILE
How: Customer with low morale are forced to SMILE upon contact.
Conclusion: Plan unlikely to achieve its goal
Premise: Customer can tell Fake Smile apart and it prompts negative feelings
Assumption required: Making sure even if they smile, it wont improve the Customer Relationship
ANS B. Customers’ feelings about fake smiles are no better than their feelings about the other facial expressions employees with low morale are likely to have.
With this maximum impact capped, it keeps the problem at hand.
SMILE =< Other Facial Expression (OFE)
Cases:
SMILE = OFE : Steady Customer Relationship (No Improvement)
SMILE < OFE : Worsening the Customer Relationship
However:
SMILE > OFE : Improves Customer Relationship
Keep fighting GMAT Fellas!!!