At the second dealership, Carol felt the salesperson respected her knowledge about cars and answered her questions without talking down to her. She was very pleased with her purchase and told the salesperson she would be happy to recommend the dealership to her friends.

Kathy, a plus-sized lady who is sensitive about her size, was shopping for a dress to wear to her son's wedding. She went into an independently-owned dress shop that had come highly recommended. A young saleswoman "breezed by" and told Kathy to let her know if she needed help with anything, then promptly disappeared. Kathy felt overwhelmed by the choices among dresses and left the shop within a few minutes. She drove to David's Bridal, a move she had been resisting because she likes to shop independent stores rather than chains if she can. As soon as she walked in the door, Kathy was greeted by...
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