Item $5$

Senior executives at a large retail organization want employees to become more customer$-$friendly. Employees think they are serving customers well enough and the company is the dominant player in the market. What should the executives do in this situation?

Multiple Choice

Stop trying to convince employees that they should change.

Keep pushing employees to change even though they don't see the need to change.

Threaten to fire employees who do not become more customer$-$friendly.

Find information in the external environment indicating that the company's dominant position will be threatened unless they become more customer$-$friendly.

Do none of these things.