This is more of an inference question. I agree it's a bit open-ended. We're looking for the answer choice describing a belief held by a caller that would result in the LEAST negative type of response. I imagined myself calling Xfinity about my cable being broken.
a) I thought about my parents calling in. They suck at technology so they would probably call and just be happy to have something fixed.
b) If I call in and expect that I'm just talking to some derp in another country, I'll probably be annoyed regardless of the outcome.
c) If I tried to troubleshoot everything myself, I'll probably be annoyed if the person tries to walk me through the same steps.
d) If I'm self-conscious about asking basic questions, I might be embarrassed to receive help even if I am able to fix the problem.
