SCENARIO 7-1 Sam is a sales representative for Alliance Ltd.who is having trouble explaining the benefits of his product.He has decided to try to improve his communication by examination of the communication process model.Currently, he calls customers on the phone and tells them what new products are available.He then sends the customers their orders via the postal service.His customers frequently return goods because they are not as expected.
Sam is having problems understanding what the customers are telling him is wrong with the products they are returning; the product looks fine to him and works as it is supposed to, so why are they being returnedSam is having a problem with
A)the channel.
B)decoding.
C)encoding.
D)the medium.
E)sourcing.

Question

Quizplus · Accepted Answer

Decoding refers to the process of interpreting the message by the receiver. In this case, Sam is not able to understand the feedback provided by the customers regarding the returned products. This suggests that there is a problem with his decoding process, and he needs to work on improving his understanding of what the customers are saying.

SCENARIO 7-1 Sam Is a Sales Representative for Alliance Ltd