SCENARIO $7-1$

Sam is a sales representative for Alliance Ltd$.$ who is having trouble explaining the benefits of his product. He has decided to try to improve his communication by examination of the communication process model. Currently, he calls customers on the phone and tells them what new products are available. He then sends the customers their orders via the postal service. His customers frequently return goods because they are not as expected.

Referring to SCENARIO $7-1,$ Sam is having problems understanding what the customers are trying to tell him. He is having a problem with

Select one:

decoding

encoding

sourcing

the channel

the medium