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BCS MBP18 Exam - Topic 9 Question 73 Discussion

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 breakWhat element of the POPII model had caused the sale to fail?
A) Process.
B) People.
C) information.
D) Technology

BCS MBP18 Exam - Topic 9 Question 73 Discussion

Actual exam question for BCS's MBP18 exam
Question #: 73
Topic #: 9
[All MBP18 Questions]

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?

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Suggested Answer: A

by Lili at Jun 29, 2026, 05:00 PM

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Shasta
1 day ago
True, but if the process was streamlined, it wouldn't matter.
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Serina
7 days ago
B) People could also be a factor. The advisors need more authority.
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Tomas
12 days ago
Agreed! The process for discounts is too slow.
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Gayla
17 days ago
I think it's definitely A) Process.
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Stevie
22 days ago
I think it's more about information. Customers should be informed about pricing policies.
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Valentine
27 days ago
Sounds like a people problem too. They need better training!
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Janna
1 month ago
Wait, are managers really allowed to take long breaks during peak hours?
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Tracie
1 month ago
I agree, that's a major flaw in their system!
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Leoma
1 month ago
Definitely a process issue. Should have a backup for approvals.
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Emerson
2 months ago
Nah, it’s definitely a tech problem if they can’t authorize discounts.
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Shanda
2 months ago
It’s all about the information flow, really.
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Lucina
2 months ago
Surprised they don’t have a backup for approvals!
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Shantell
2 months ago
I think it’s more about the people involved.
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Jacqueline
2 months ago
Definitely a process issue.
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Bettyann
2 months ago
I feel like Technology might play a role too, but it seems more about the lack of proper procedures in place.
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Micheline
3 months ago
I remember a similar question where the focus was on information flow. But in this case, it seems more about the process being too rigid.
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William
3 months ago
I'm not so sure, but it could also be about People, since the managers weren't available to help.
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Elvera
3 months ago
I think this is definitely related to the Process element since the advisor couldn't act without management approval.
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