Read the case below and answer the questions that follow: The art of the soft sell Walk into one of Yoforias three frozen Yogurt stores in Atlanta, and youll get a warm hello from a server, who will encourage you to try all four of the companys frofzen Yogurt flavors. The server might also prescribe the organic milk used to make the Yogurt and talk about the all natural ingredients that go into the premium dark chocolate, mango, pomegranate, and blueberry desserts. What you wont get is hard to sell. If you look as if you want to be left alone, you will be. Staffers are told to put themselves in customers shoes, to interact and be pleasant, but never to nag. Although after tasking the Yogurt and hearing about how healthy it is, youre certainly more likely to make a purchase. And Kims sales are up 40% over last year. I take the pressure off my employees that they have to make sales, says Kim. All of his staffers are former customers who are passionate about his Yogurt. Although Kim doesnt have formal staff meetings, he works on a daily basis with his employees, instructing them to sell services as much as a frozen Yogurt. He awards staffers bonuses when he sees them going out of their way to customers, making sure they have a good experience when they come to the store, so they fell their money is well spent and well worth it. On the surface, that may not sound groundbreaking-treat your customers well, figure out what they want, give them information about your product, and sell them something you care about. When it comes to Yogurt, that may be as simple as helping a customer pick the best flavor. The end goal of customer-centric sales is not only to boost sales and trumpet your brand but also to make customers happy they shopped at your store, building the foundation for future sales. Questions: a) In reference to the above case, explain the principle of customer focus in enhancing a firms product service delivery. (5mrks) b) Discuss the benefits of continuous customer satisfaction to an organization. (5mrks) c) Discuss the elements of employee involvement as a principle of quality management. (5mrks) d) Discuss the challenges managers face in management of quality. (5mrks)