Charles Lin Has Just Been Hired by Frederick Company to Replace

question 12

Essay

Charles Lin has just been hired by Frederick Company to replace a sales representative who is retiring after 40 years with the company. The older representative is training Charles on procedures and customers in his territory for three weeks before he retires, and Charles knows this is a huge opportunity to learn about the prospect base. When Charles asks which CRM system the company uses, the older representative says, "Everyone else here uses some computer program called Salesforce, but I won't touch it. I know my customers like the back of my hand! I never needed to write anything down." Charles is concerned. He used Salesforce in college and knows how vital it is to have customer information, sales records, preferences, and conversations recorded. He talks to the sales manager, who tells him the representative's sales were decent, and all his invoices came in, so they left him alone and never forced him to use the CRM system.
-How does the retiring representative's decision to not use a CRM system most likely affect Frederick Company?
A)Customer knowledge is likely lost rather than passed on to the rest of the company.
B)The sales representative's territory is not maximized because of poor strategy.
C)The entire company's pipeline forecasts cannot be maintained or calculated.
D)Organizational culture is damaged because of a lack of team spirit.
E)Hiring practices are hindered because of poor mentoring methods.

• A)Customer knowledge is likely lost rather than passed on to the rest of the company.
• B)The sales representative's territory is not maximized because of poor strategy.
• C)The entire company's pipeline forecasts cannot be maintained or calculated.
• D)Organizational culture is damaged because of a lack of team spirit.
• E)Hiring practices are hindered because of poor mentoring methods.

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Definitions:

Operant Conditioning

Operant conditioning is a type of learning where behavior is controlled by consequences, including reinforcement and punishment.

Classical Conditioning

A form of learning in which one stimulus is paired with another so that the organism learns a relationship between the stimuli.

Modeling

Modeling is a learning process in psychology where individuals learn behaviors, attitudes, or emotional reactions through observing the behaviors of others.

Cognitive Restructuring

A set of cognitive therapy techniques for changing a person’s maladaptive beliefs or interpretations through persuasion and confrontation.