Loretta went to a store to buy thermal underwear. The underwear had been featured in an advertisement for $24.99 a pair. She was disappointed to learn that the underwear sold out within two days and complained to the sales associate. The sales associate offered to deliver the merchandise directly to Loretta's home. Loretta was satisfied with how her complaint was handled. Jane, another customer, also came to the store with the intention of buying the thermal underwear and complained about the merchandise being out-of-stock. In addition to offering to deliver the merchandise to her home, the sales associate offered Jane the product at a discounted price of $21.99.
(a) In trying to resolve both customers' problems, the sales associate was dealing with .