SCENARIO 6-1
Mackenzie,a sales representative for Alliance Ltd. ,is having trouble explaining the benefits of his product to potential customers.Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates.He has decided to examine the communication process model and hopes it will help him.Currently,Mackenzie calls potential customers on the phone,and has a brief phone conversation with them,telling them what new products are available.He then sends them the products via ground transportation.His customers frequently return the products because they are not what they were expecting,or because the customers did not want them in the first place.

-Referring to SCENARIO 6-1,returned goods are a form of
A)feedback.
B)information overload.
C)encoding.
D)defensiveness.
E)decoding.

Question

SCENARIO 6-1
Mackenzie,a sales representative for Alliance Ltd. ,is having trouble explaining the benefits of his product to potential customers.Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates.He has decided to examine the communication process model and hopes it will help him.Currently,Mackenzie calls potential customers on the phone,and has a brief phone conversation with them,telling them what new products are available.He then sends them the products via ground transportation.His customers frequently return the products because they are not what they were expecting,or because the customers did not want them in the first place.

-Referring to SCENARIO 6-1,returned goods are a form of
A)feedback.
B)information overload.
C)encoding.
D)defensiveness.
E)decoding.

Quizplus · Accepted Answer

Returned goods are a form of feedback, as they provide information about the customer's dissatisfaction with the product. This feedback can help Mackenzie improve his communication with potential customers and better understand their needs and preferences, ultimately leading to increased sales and customer satisfaction.

SCENARIO 6-1 Mackenzie,a Sales Representative for Alliance Ltd. ,Is Having Trouble Explaining