If Positive Methods of Encouraging Salespeople to Use CRM Systems

question 54

Multiple Choice

If positive methods of encouraging salespeople to use CRM systems are not effective,some managers have instituted penalties for non-use such as:

• A)asking salespeople to submit written statements about why they are not using the software
• B)awarding prizes to salespeople who record all their sales calls in the CRM software
• C)withholding salaries or suspending benefits
• D)providing remedial training courses in computer skills before salespeople can begin training on the CRM system
• E)refusing to accept sales records not filed through the CRM system

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Definitions:

Reconstruction

The process of rebuilding or reforming an aspect of something, especially following damage or destruction.

Bartlett

Refers to Frederic Bartlett, a British psychologist known for his work on memory and cognitive psychology, emphasizing how people reconstruct the past.

Loftus

A cognitive psychologist known for her work on the malleability of human memory and the misinformation effect.

Misinformation Effect

The phenomenon in which a person's recall of episodic memories becomes less accurate due to post-event information.