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Read the following scenario and answer the THREE questions that follow.
Ms. Vineeta Lama, a respected figure in the small town of Jampur, found herself stranded on the road, once again, when her old small hatchback car broke down. Finding herself alone on the deserted road with no one to help, Vineeta, in desperation called Shyam Saigal, the General Manager of Balaji Motors − the only dealership in Jampur that sells Diplomatico cars, the brand that Vineeta drives. Vineeta knew Shyam from her frequent visits for getting her hatchback car serviced. Surprisingly, he arrived within fifteen minutes, accompanied by a mechanic from his dealership. Further, he arranged for the vehicle to be towed and kindly offered Vineeta a ride home. On the way back, he advised Vineeta to exchange her old car with a new Sports Utility Vehicle (SUV) on a good discount from his dealership. He assured her that he would add several additional services to ensure her SUV remained in excellent condition for many years ahead.
Shyam’s satisfaction from meeting the month’s quota for selling SUVs turned to dismay when one of his young executives nervously told him that he mistakenly punched an extended warranty for free to Vineeta’s purchase contract earlier that morning. This could not be reversed from the company’s system and meant a loss of Rs. 19,000 for the dealership. The executive was very sorry and was ready to take accountability. However, the amount was too large to be borne by the executive.
Shyam was not concerned about placing accountability, but rather the recovery of the loss. He was unsure whether he should ask Vineeta for the money.
The following pieces of information are available to Shyam:
A. Shyam is aware that Vineeta is very happy with the deal he gave her for the car.
B. Shyam feels that Diplomatico’s software system is complicated for new employees, which might have also played a role in the error.
C. Vineeta has a wide network and can connect Shyam with many potential customers.
D. Vineeta’s brother, a car enthusiast, has enough knowledge of how car dealers operate.
E. Shyam feels that if he maintains the current sales volume, he might be able to persuade Diplomatico to write off the amount (Rs. 19,000).
Which of the following combinations, of the above pieces of information, will MOST likely stop Shyam from trying to recover the money from Vineeta?
Let us consider each of the pieces of information individually.
Option A: Happy with the Deal: While Vineeta might be happy, the error isn't her fault. Shyam still needs to recover the loss.
Option B: Software Complexity: This explains the mistake but doesn't excuse Vineeta from receiving an unintended benefit.
Option C: Wide Network & Potential Customers: Vineeta's extensive network translates to potential future sales for Balaji Motors. Upsetting her over a Rs. 19,000 mistake could jeopardise this benefit.
Option D: Brother's Knowledge: Vineeta's brother might question the mistake, but it doesn't prevent Shyam from asking for the money back. He might even advise her to return it to avoid future issues.
Option E: Potential Write-off: If Shyam can convince Diplomatico (the car manufacturer) to absorb the cost of the extended warranty, it eliminates the need to approach Vineeta altogether.
In essence, maintaining a good relationship with a valuable customer (C) and potentially getting reimbursed by Diplomatico (E) offer Shyam better ways to address the situation. This is why C and E are the most likely factors to prevent him from approaching Vineeta. Therefore, Option D is the correct answer.
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