Question $1(25$ points$)$

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Nancy McDonald trains and manages all the customer service representatives at Quest Specialty Travel, which includes up to eight employees working simultaneously with customers on the phone or in person. The problem is that sales of extra and supplemental services such as travel insurance are low, though customer service reps have a script to encourage sales of these items.

Which adaptive technique would be appropriate for solving this problem?

Delay decision

Manage by exception

Spread risk

Stagger decisions