Case 11.1 ​

question 8

Multiple Choice

Case 11.1
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Wayne is making a sales call on a new client company.The previous sales professional servicing this account,Tom,left to join another company.Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of the way he always chewed gum.
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Wayne is calling on Cassandra,the operations manager for this company.She is a middle-level manager.As Wayne walks into Cassandra's office,he notes her expensively tailored suit,her professional demeanor,the simple cologne,and the lack of jewelry.Cassandra's appearance and office décor are reminiscent of the VP's office in Wayne's own company.
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During the sales call Wayne is somewhat nervous.He stutters occasionally during the presentation,stumbles over the answers to a couple of Cassandra's questions,and tends to end his statements with a question.At the end of the call,Cassandra thanks him for his visit and the information,and walks out to the main entrance with him,making casual conversation.They shake hands,and Wayne goes on to his next sales call.As she walks back to her office,she thinks,"Should I do business with a company represented by someone with so little self-confidence?"
-Refer to Case 11.1.During the sales call,what image element probably most influenced Cassandra's impression of Wayne?​

• A) ​His entrance and carriage
• B) ​His handshake
• C) ​His apparel
• D) ​His voice

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Definitions:

Intellectual Ability

The capacity to perform mental activities—thinking, reasoning, and problem-solving—at a high level of complexity and efficiency.

People and Social Systems

Refers to the interrelationship between individuals and the societal structures in which they operate, highlighting how social, cultural, and institutional factors influence human behavior and interactions.

Creative Ability

The capacity to conceive and implement new and original ideas, solutions, or artistic expressions, reflecting innovation and unconventional thinking.

Competency-based Approach

A method that assesses individuals' skills and abilities, focusing on what they can do rather than what they know, often used in education and HR.