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E N G315 P ro fe ssio nal S cen ario s

1. S aban is a to p p erfo rm in g in dustria l e quip m ent s ale spers on fo r D 2D . A ft e r th re e y ears o f w ork in g w it h h is

b est c lie nt, h e re ceiv e s a te xt m essage fr o m P at (h is d ir e ct m anager) a ssig nin g h im to a c om ple te ly d iffe re nt

account.

P at h as re ceiv e d c om pla in ts th at S aban g ets a ll o f th e g ood c lie nts a nd is n ot a “te am p la yer. ”

S aban re sponds to th e m essage a nd a sks fo r a m eetin g w it h P at to d is cuss th is c hange. P at re sponds w it h

a noth er te xt m essage th at re ads: “D ecis io n fin al. E ve ry one n eeds to g et a c hance to w ork w it h th e b est

accounts s o it is fa ir. C om e b y th e o ffic e a nd p ic k u p y our n ew file s.”

M om ents la te r, S aban s ends a te xt m essage to K are n, h is re gio nal m anager a nd P at’s b oss. It s im ply re ads,

“W e n eed to ta lk .”

2 . A m ber, S ava nnah, a nd S te phen w ork fo r K now le dge, In c. (a c onsult in g c om pany). W hile o n a c onfe re nce

call w it h T im R ic e P hoto gra phy (a n e sta blis hed c lie nt), th e g ro up d is cusses p ote ntia l p ro ble m s w it h a

m ark etin g c am paig n. T im R ic e, le ad p hoto gra pher a nd o w ner o f T im R ic e P hoto gra phy, is in sis te nt th e

m ark etin g is w ork in g a nd c hanges a re n ot n eeded.

A m ber re aches o ve r to p ut T im o n “M ute ” b ut a ccid ently p ushes a d iffe re nt b utto n. S he im media te ly s ays to

S ava nnah a nd S te phen th at th e m ark etin g c am paig n is n ot w ork in g a nd th at “… Tim s hould s tic k to ta kin g

pre tty p ic tu re s.”

T im re sponds, “Y ou k now I c an h ear y ou, rig ht? ”

3. J a m es s how s u p to w ork a ppro xim ate ly fiv e m in ute s la te th is m orn in g, w alk s s ile ntly (b ut q uic kly ) d ow n th e

hallw ay a nd b egin s to p unch in a t th e tim e c lo ck lo cate d b y th e fr o nt d esk.

S ara h, th e fr o nt d esk m anager, s ays, " G ood m orn in g, J a m es," b ut J a m es ig nore s h er, p unches in , a nd h eads

in to th e s hop to h is w ork pla ce. S ara h ro lls h er e yes, p ic ks u p th e p hone, a nd d ia ls th e o n-d uty m anager to

a le rt h er th at J a m es ju st a rriv e d a nd s hould b e re achin g h is d esk a ny m om ent.

4 . P aul w ork s fo r th e w ebsit e d iv is io n o f S uperM ega re ta il c om pany. H e re ceiv e s a n e m ail la te F rid ay a ft e rn oon

th at e xpla in s a n ew c om pute r w ill la unch a t th e e nd o f n ext J u ne a nd it w ill b e in h ig h d em and w it h lim it e d

sto ck. A ls o c onta in ed in th e th re e-p age-m essage is th at c usto m ers w ill b e a ble to p re ord er th e it e m 3 0 d ays

befo re la unch a ccord in g to th e p ro ductio n c om pany. P aul is a sked to c re ate a la ndin g p age fo r c onsum ers w ho

are in te re ste d in le arn in g m ore a bout th e p ro duct.

B y m is ta ke, P aul s ets u p a p re ord er p age fo r th e p ro duct th at a ft e rn oon (w ell in a dva nce o f th e c om pany

auth oriz ed p erio d) a nd la te F rid ay e ve nin g c onsum ers b egin to p re ord er th e p ro duct. S haro n, V ic e P re sid ent o f

P ro duct S ale s a t S uperM ega, le arn s o f th e e rro r S atu rd ay m orn in g a nd c alls P aul to a rra nge a m eetin g fir s t

th in g M onday m orn in g. S haro n e xpla in s to P aul o n th e p hone th at th e c om pany in te nds o n c ancelin g a ll o f th e

pre ord ers a nd P aul re sponds th at th e c om pany s hould h onor th e p re ord ers b ecause it w as n ot a c onsum er

erro r. A ft e r a h eate d e xchange, P aul h angs u p o n S haro n w hen s he in sis ts th at th e p re ord ers w ill b e c ancele d

because o f P aul’s e rro r.