Case 11.1 ​

question 45

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.Wayne's observations about Cassandra are example of the impact of ____ on the formation of someone's opinion.

• A) ​surface language
• B) ​wardrobe engineering
• C) ​facial expression
• D) ​manners

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Definitions:

Self-Serving Bias

A common cognitive bias that causes individuals to attribute their successes to internal factors while blaming external factors for their failures.

Self-Serving Bias

The common habit of a person taking credit for positive events or outcomes, but blaming outside factors for negative events.

Better-Than-Average Effect

A cognitive bias where individuals overestimate their abilities, qualities, or positive attributes compared to others.

Personal Responsibility

The concept of being accountable for one's actions and accepting the consequences that come with them; underlines the importance of individual action in shaping one's life and society.