Luis refuses to shop at big box stores, preferring to do his shopping locally. He reads in the paper that one of these stores will be having a major sale next week, but when his sister asks him later if he wants to go to the sale, he has completely forgotten about it. What is Luis experiencing?

Selective retention.

Explanation:

Selective retention occurs when a person more easily remembers things that are closer to their beliefs, values, and Interests than things that are not.

Luis does not want to do his shopping at big box stores but prefers to shop locally. So when he reads about one of the big box stores (which is not his preference) is doing a big sale next week, he does not remember it because it is not consistent with what he wants. This is an example of selective retention.

answer; customers within the organization