Case Study D The problem

During an in-store promotion at the Bike Shop, an argument between two customers occurs. The promotional activity is a demonstration of a bike health check, followed by a short question and answer session with the audience. However, this argument has become a distraction; although it is not about the demonstration itself, the audience has started to focus on the two customers, and the member of staff that is conducting the promotion is losing their concentration.

As the manager, you must resolve the situation.

Refer to Case Study D The problem

1. What are the issues that need to be resolved?
2. How would you resolve these issues? Include any contingency strategies that you think necessary.