CCARF Practice Question
Correct answer: B
A: Reasoning by analogy invents policy the company never set. Own-site adjustments and competitor matching have different commercial implications, and an agent that improvises across that gap creates commitments no one authorised.
B: A policy gap is one of the valid escalation triggers: when policy is ambiguous or silent on the customer's specific request, the agent cannot know the company's intended answer, however simple the case looks. Competitor price matching when policy only addresses own-site adjustments is the guide's own example.
C: Silence is not a documented refusal. Declining invents a negative policy just as surely as approving invents a positive one; the company may well want to match the price and keep the customer.
D: Gathering evidence does not close the policy gap: with proof in hand the agent still has no rule saying whether matching is allowed. Clarifying questions resolve ambiguous requests, not missing policy.