Part of the problem when transforming from full-service to self-service is that the new proceduresthemselves are flawed and/or difficult to understand. Of the guidelines presented below, which wouldminimize this type of problem from occurring? This is consistent with which of the following guidelines for increasing customer participation:

• A. develop customer trust
• B. promote the benefits and stimulate trial
• C. understand customer habits
• D. pre-test new procedures