which one is correct?

6.The following provisions for anticipating customer needs are:

a. With today's increased service expectations, it is not common practice to encourage a

service that goes above and beyond normal operations.

b.Staff must not take the initiative, nor be encouraged to foresee and prevent any

problems that may impact on the customer's visit.

c.If a customer has asked many questions concerning sightseeing attractions, you could

obtain some relevant brochures and leave them inside their hotel room.

d.Initiatives to please customers are no longer considered as a valuable service provision

as customers are informed and like to make their own choices.

SITXCCS007 - ENHANCE CUSTOMER SERVICE EXPERIENCES