Zeus Industries Sells Satellite Television Systems

Multiple Choice

Zeus Industries sells satellite television systems. In the past, the company has been highly successful, and the senior management has created special perks and lavish offices for themselves. Other employees do not have access to these perks, and their facilities are nondescript.

Recently, the company invested heavily in one of the many new technologies available. Employees tell senior management that this investment was the right choice, but sales keep decreasing. Some sales employees have also given incorrect information to suppliers, even though the company has held numerous intensive training sessions to keep sales personnel apprised of changes in the industry. The company has also received low customer service ratings from recent consumer surveys. These surveys indicate that customers are frustrated with the specialized technical knowledge necessary to operate their satellite systems.

-The mistakes committed by the sales staff suggest that sales personnel are probably experiencing which of the following as a result of their intensive training?

A) filtering
B) lack of feedback
C) information overload
D) defensiveness
E) selective perception