Delnisha,a Customer Service Representative for the Manufacturer of Marathon Brand

question 43

Multiple Choice

Delnisha,a customer service representative for the manufacturer of Marathon brand faucets,receives a large order from a small contractor.Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?

• A)This letter informs you that we unfortunately do not sell faucets directly to contractors.
• B)I have referred your order to a distributor near you.
• C)Thank you very much for your order.Unfortunately, we will not be able to fill it.
• D)Our patenting coating process makes Marathon faucets the contractor's choice.

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Definitions:

Overjustification Effect

The tendency for salient rewards or threats to lead people to attribute the reason, or justification, for engaging in an activity to an external factor, which thereby undermines their intrinsic motivation for and enjoyment of the activity.

Intrinsic Enjoyment

The pleasure and satisfaction derived from engaging in an activity for its own sake, without any external rewards or pressures.

Extrinsic Reward

A reward that comes from an external source rather than from the intrinsic pleasure of the activity itself.

Overjustification Effect

A psychological effect whereby externally provided rewards can reduce a person's intrinsic motivation to perform a task, because the person comes to attribute their actions to the external rewards rather than their own interest in the task.