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Kaleb Works for a Financial Management Company That Is Shifting

question 40

Multiple Choice

Kaleb works for a financial management company that is shifting its focus towards managing clients whose portfolios are valued at over a million dollars. Many clients will be encouraged to seek management from firms that are more focused on smaller portfolios. However, a certain number of clients will be asked to remain with the company despite having investments worth less than a million dollars. Kaleb is on a team to determine which clients would be most beneficial to carry forward and the team has been discussing various clients. Matthew is a junior member of the firm and he is advocating for a selection of clients on the list. Kaleb finds himself distracted, irritated, and dismissive of Matthew's recommendations. But when Min Jung, a senior member of the firm and an associate who enjoys considerable respect in the firm, concurs with Matthew's recommendations, Kaleb finds himself in full agreement with her.
-It is most likely that Kaleb's changing opinions are being affected by ________.

Identify best practices in handling customer complaints and requests.

Understand how to maintain long-term customer relationships through trust and reliability.

Understand effective strategies for responding to loss of sales or accounts to competitors.

Recognize the importance of investment in customer relationships based on potential sales.

Definitions:

Refreezing

The process of stabilizing a group or organization after a change has occurred, to ensure that the new changes are maintained over time.

Force Field

A concept in psychology and organizational change referring to the dynamic between forces driving change and forces resisting it, influencing the pace and direction of change.

Driving Forces

The motivations or influences that propel an individual, group, or organization towards specific goals or changes.

Restraining Forces

Factors that hinder or slow down the process of change within an organization.