Instructions: Based on the following case study, answer each of the questions found below.

Information:

The Value Plus$+$ department store, that has been in business at the same location for the last $25$ years, has been showing signs of decreased sales and increased numbers of complaints.$$ To understand what is happening, managers are reviewing all the customer service information they have.$$ What they believe is the problem is that they have not adapted the principles and values of the company to today$$s generation of shoppers.$$ They also discovered that the population in the area is aging and the average age of a person entering the store is $35.$

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What has also been discovered is that the number of items returned to the store has been steadily increasing.$$ It has risen to the point of having to hire a second client services representative to handle the increased volume.$$ Management is at a loss as to what is the most $$cost$-$effective$$ action to take that will help reduce these costs.

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Question $1$

Identify two $(2)$ key factors affecting client services and explain how each is impacting the Value Plus$+$ department store $($your answer must be contextual to the information provided$).(1$ point per identification and $4$ points per explanation: Total of $10$ points$).$

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