BCS MBP18 Exam - Topic 3 Question 64 Discussion

Actual exam question for BCS's MBP18 exam

Question #: 64
Topic #: 3

In order to identify potential improvements, a business analyst has been asked to document the current customer sales experience in a large, electrical superstore. Whilst shadowing a customer service advisor, a sale was lost because the advisor couldn't authorise a price discount for a customer, who had seen the product advertised at a lower price by a competitor. The customer advisor tried to discount the product to match the competitor's price but was unable to do so.

The customer service advisor explained that this discounting required management approval and. unfortunately, both managers authorised to do this were on their lunch break

What element of the POPII model had caused the sale to fail?

AProcess.

BPeople.

Cinformation.

DTechnology

Show Suggested Answer

Suggested Answer: A

by Gayla at Jan 05, 2026, 05:16 AM

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Iraida

3 days ago

Haha, the managers were probably out getting a long lunch to avoid dealing with these kinds of customer issues. Classic management move!

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Kandis

8 days ago

I agree, the problem here is clearly with the people and their authorization process. Managers should be available to make these decisions, not out to lunch.

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Elinore

13 days ago

The correct answer is B) People. The sale failed because the customer service advisor didn't have the authority to discount the product, which is a people-related issue.

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Carin

18 days ago

I was thinking "Technology" at first, but now I see it’s more about the "People" involved in the process. It's tricky!

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Doug

23 days ago

I remember a practice question about how delays in decision-making can impact sales, so I’m leaning towards "Process" as well.

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Trina

29 days ago

I'm not entirely sure, but it could also be about "People" since the advisors need more authority to make decisions on the spot.

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Lavina

1 month ago

I think this might relate to the "Process" element since the advisor couldn't discount without management approval, which indicates a flaw in the sales process.

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Martha

1 month ago

Hmm, this is a tricky one. My initial thought was "People" since the managers were the bottleneck. But now I'm wondering if it's more of a "Process" issue, where the discount authorization process is just too rigid and inflexible. Either way, I'll need to think this through carefully before answering.

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Rana

1 month ago

I think this is a great example of how important it is to really understand the POPII model and how the different elements interact. In this case, the "People" element (the managers being unavailable) is impacting the "Process" of authorizing discounts, which is ultimately what led to the lost sale. Gotta keep all those pieces in mind!

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Anisha

2 months ago

Okay, let me think this through. The key seems to be that the sales advisor couldn't complete the sale due to the discount authorization process. So I'm leaning towards "Process" as the answer here. The technology and information seem to be working, it's just the process that's causing the issue.

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Kerrie

2 months ago

I'm a bit confused on this one. Is it really a "People" issue, or could it be something to do with the "Process" of how discounts are handled? I'm not sure if the managers being away is the root cause or just a symptom of a larger process problem.

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Cathrine

2 months ago

Hmm, this seems like a tricky one. I'm thinking it might be related to the "People" element of the POPII model, since the issue was that the managers who could authorize the discount were unavailable.

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