16. Your company has sold 80 ready-to-assemble bookcases tocustomers. You have noticed some disgruntled customers discussingthis bookcase on Facebook and Twitter, but they did not mention aspecific problem. For two weeks you have been closely monitoringthese complaints and finally a customer gives the details you need.This customer says that the instructions for putting the bookcasetogether were not in the box.
After a trip to the warehouse, you confirm that this is a problemand stop all boxes from going out. You have instruction sheetsprinted and have them placed in a sealed, marked plastic envelopeon the outside of the boxes, before resuming shipments.
Customer service pulls the contact information for all the ordersshipped without instructions. How would you handle your response tocustomers? What would you say?
17. As the sales manager, you have eight sales associates andone administrative assistant working for you. You have asked yourassistant to make the arrangements for you and your sales group toattend a trade show. The day before the event, one of your salesassociates becomes ill and will not be able toattend. Â
Your assistant asks if he may go with you. Instead of giving animmediate answer, you ask for time to consider his request. Havingeveryone out of the office at once is not an option. Who will takeany sales calls that may come in? Your department's phones must becovered while you are all away. You have decided not to approve hisrequest.
How do you reject a request? What should you say? What type ofbuffer can you use to soften the blow of the rejection?
19. Now that you have completed your PowerPoint slides and yourpresentation, is there anything that you would have donedifferently? Would you have chosen a different way to design yourpresentation slides? What advice would you give others trying to doa presentation?
20. Take a look at the variables of group communication:conflict, conformity, and consensus. Is there such a thing ashealthy conflict? When is conflict in a team good, and how should ateam avoid personal conflict?
