Mackenzie, a sales representative for Alliance Ltd., is having trouble explaining the benefits of his product to potential customers. Mackenzie has thought about how he does things and is thinking that he should improve the way he communicates. He has decided to examine the communication process model and hopes it will help him. Currently, Mackenzie calls potential customers on the phone, and has a brief phone conversation with them, telling them what new products are available. He then sends them the products via ground transportation. His customers frequently return the products because they are not what they were expecting, or because the customers did not want them in the first place.

Referring to SCENARIO, if Mackenzie's customers complain that they don't understand the products. This problem seems to be in:

a) Filtering b) Affective Conflict c) Selective Perception d) Encoding