1. ____ are examples of channels which managers might choose to use when communicating with employees.
a. Newsletter, telephone, and feedback
b. Telephone, electronic mail, and memo
c. Television, encoding, and letter
d. National newspapers and television
e. All of these
2. Highly successful salespeople spend ____ of a sales call letting the customer talk.
a. 15-20 percent
b. 40-50 percent
c. 60-70 percent
d. all
e. none