Several Customer Service Teams in Your Organization Have Dysfunctional Norms

question 195

Multiple Choice

Several customer service teams in your organization have dysfunctional norms in which they don't proactively ask clients whether they would like to try certain new services.If you were given the opportunity to form a new customer service team,which of the following would remove or avoid forming this dysfunctional norm?

• A)Soon after the team members are selected,you clearly state the norm that team members should proactively ask clients to consider other services.
• B)You select employees who do not accept the dysfunctional norm.
• C)You introduce a team-based reward system that explicitly discourages the dysfunctional norm.
• D)If team members are regularly forgetting to ask clients to consider other services,then you would explicitly talk to them about the problems and dangers of this dysfunctional norm.
• E)All of these actions would remove or avoid forming this dysfunctional norm.

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Definitions:

Order-Takers

Sales personnel whose primary role is to facilitate transactions by taking orders from customers rather than actively seeking new sales.

Order-Getters

Sales personnel whose primary responsibilities are to generate customer interest, make sales, and establish and maintain relationships with new and existing customers.

Positive Attitude

A mindset characterized by optimism and constructive thinking, often leading to improved outcomes in personal and professional endeavors.

Sales Performance

The measurement of sales activities effectiveness, often evaluated against sales targets or goals.