SCENARIO 7-1 Sam Is a Sales Representative for Alliance Ltd

question 19

Multiple Choice

SCENARIO 7-1 Sam is a sales representative for Alliance Ltd.who is having trouble explaining the benefits of his product.He has decided to try to improve his communication by examination of the communication process model.Currently, he calls customers on the phone and tells them what new products are available.He then sends the customers their orders via the postal service.His customers frequently return goods because they are not as expected.
Returned goods are a form of

• A)feedback.
• B)medium.
• C)encoding.
• D)channel.
• E)decoding.

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Definitions:

Competence

The ability to do something successfully or efficiently, often involving a combination of knowledge, skill, and experience.

Modeling

The process of learning through observation and imitation of others' behaviors, attitudes, or emotional expressions.

Self-esteem

The perception and valuation of oneself, affecting confidence and well-being.

Emotional Support

Assistance provided through empathy, concern, and understanding to help someone manage their emotions or emotional stress.