Read the scenario, and answer the questions. You work as a salesperson for Spectrum Color, a chemical manufacturer. Your customers are photographers who use Spectrum's products to create professional images for publication. They are usually a friendly cllentele. Today, however, Jesse Adamson is upset. Your first call of the day is from Jesse. He tells you that he has a tight deadline for a National Geographic layole, but the color chemicals he ordered two weeks ago still haven't arrived. He complains that his professional reputation is at stake, not to mention his paycheck. He points out that he has never had these problems before, and he tells you that you should consider a new job. What is the information your customer is trying to deliver? He is having financial problems. O He urgently needs his chemical order. He is an important photographer. What can you do to respond effectively to criticism from your customer? O Defend your company's reputation. Acknowledge what you are hearing. Transfer the call to your supervisor so the caller calms down. Read the scenario, and answer the questions. You are a project manager for a specialty sports equipment manufacturer. A critical member of your design team, Gwen, has been unprofessional and rude to her coworkers, and she has missed two deadlines. You need to address the problem before it gets out of hand and you fall behind schedule. As you offer Gwen constructive criticism, what should you focus on? Problems Improvements Generalizations 3. Following Professional Telephone and Voice Mail Etiquette Despite the heavy reliance on e-mail, in certain situations calling may be the most efficient channel of communication, whether mobile or on your office line. Be sure to understand professional expectations for telephone, cell phone, and voice mail etiquette. Identify the telephone etiquette that will make your telephone calls productive. Check all that apply. Be brisk when rushed. Plan a mini-agenda. Be professional and courteous. Use a three-point introduction. B Deliver bad news via voice mail. Reard the scenarin and answer the