A Sales Manager Follows Up a Complaint from a Key

question 52

Multiple Choice

A sales manager follows up a complaint from a key customer with a letter to that customer. The letter describes the nature of the complaint and what the organization plans to do to resolve the situation and prevent its future occurrence. The sales manager's choice of a communication medium for the message is influenced by ________.

• A) groupthink
• B) the need for a paper trail
• C) management by wandering around
• D) groupware

---

Definitions:

Positive Reinforcement

The reinforcement of a response by the addition or experiencing of a pleasurable stimulus.

Pleasurable Consequence

A positive outcome or reward that follows a behavior, making it more likely to occur again in the future.

Negative Reinforcement

The reinforcement of a response by the removal, escape from, or avoidance of an unpleasant stimulus.

Operant Conditioning

A method of learning that employs rewards and punishments for behavior, emphasizing the role of reinforcement in shaping behavior.