To process product exchanges, customer service reps follow an established sequence of steps, such as verifying receipt, inspecting the item, and issuing store credit.

• A. Programmed decision
• B. Procedure
• C. Policy
• D. Heuristic

Answer: (B)

Procedures are the step-by-step, documented methods used to complete a specific task in a consistent way. The example describes a fixed sequence reps follow to handle exchanges—verify receipt, inspect the item, and issue store credit—demonstrating a defined workflow designed to produce the same result each time. This isn’t about making a decision among options (that would be a programmed decision), nor about a broad rule guiding behavior (a policy), nor about a mental shortcut used to judge quickly (a heuristic). Procedures standardize how routine tasks are done, improving consistency and efficiency in service.