A Sales Manager Follows Up a Complaint from a Key

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