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A manager wishes to use OB Mod in order to increase the friendliness of his staff towards customers. The manager starts by determining exactly what behaviors his sales staff needs to use in order to increase their friendliness towards customers. What is the next step that the manager should take?

A) determine why employees are not friendly towards customers
B) develop a strategy for increasing the friendliness of employees towards customers
C) reward employees who are friendly towards customers
D) record how often employees are friendly to customers at the present time
E) establish what is needed to motivate employee friendliness towards customers