1. The mean is given in the problem statement as 68 inches.
2. 50% of the normal distribution is below the mean. This question answers itself regarding the z-score. It is 1.6. (Jim computed it as z = (x-μ)/σ = (84-68)/10 = 1.6.)
3. We don't have your table, so we don't know what it tells you. We expect it will tell you either 0.05480 or 0.94520. Assuming the latter, the percentage associated with 1.6 in the table is 94.5%. Now Jim knows 94.5% of his sales were 84 inches or less.
4. Therefore, the remaining 5.5% were more than 84 inches.
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The numbers more than and less than a given value must total 100%.