Pavel is using the storyline approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation. After describing a sandwich chain that is similar to his company in size and target market, he explains the specific approach to training that the sandwich chain implemented in order to improve customer service. What aspect of a business story does his explanation about the training program represent?

a. the problem
b. the resolution
c. the setting
d. the plot
e. the moral or lesson