Salespeople at a Department Store Were Resisting a Change in Customer

question 28

Multiple Choice

Salespeople at a department store were resisting a change in customer service standards. In response, managers asked for advice from sales leaders on each of the shifts. Then these same salespeople were asked to assist managers in disseminating information and training other clerks regarding the new standards. The department store used which method of managing resistance to change?

• A) Education and communication.
• B) Facilitation and support.
• C) Negotiation and rewards.
• D) Manipulation and cooptation.
• E) Coercion.

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Definitions:

Mental Ability

The capacity to perform cognitive tasks, solve problems, and learn from experiences.

Practical Intelligence

The aspect of intelligence relating to the ability to solve everyday problems through adaptive or creative reasoning in real-world environments.

Knowledge

Facts, information, and skills acquired through experience or education; the theoretical or practical understanding of a subject.

New Situation

An unfamiliar or novel set of circumstances that requires adaptation and may trigger learning or behavioral changes.