Test Criteria for transferring a case hierarchically

QUESTION 1: According to the text, what should an agent do when a customer demands to speak with management?

A passenger who accepts the proposed solution
An employee with permissions to issue credits
An account that requires a minor adjustment
A passenger who demands to speak with the shift supervisor after losing special luggage

When the request is illogical
When there is no risk of losing business loyalty
When the request is logical and coherent and exceeds the scope of support staff responsibilities
When a consensus has been reached that satisfies both parties