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i.What are the actual costs and benefits? For example, what would be the cost of ignoring Mary's complaint, or of lying to her? What would

i.What are the actual costs and benefits? For example, what would be the cost of

ignoring Mary's complaint, or of lying to her? What would be the cost of confronting

Tom? What might be the benefit of surveying all the salespeople? (If they all say the

training is a joke, how might management react?)?

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