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:

Compounded Semiannually

An interest calculation method where the interest is added to the principal twice a year, leading to interest on interest in the subsequent periods.

Compounded Monthly

A method where interest earnings are calculated and added to the principal sum each month, effectively earning interest on the interest from the previous month.

Compounded Semiannually

A different phrase for interest calculation done two times a year, where interest is added to the principal for future interest calculation.

Compounded Monthly

A method of calculating interest where the accumulated interest is added back to the principal sum each month.