Dan was smiling to himself and feeling rather smug as he approached his next customer. After slaving ...

Answer to #1

Probably the best thing that Dan can do is to give as few details as possible about Irvin's dismissal and keep the conversation about Irvin very professional. Since Billy Bob asked, Dan can respond that Irvin is no longer with the company and assure Billy Bob that even though Irvin is no longer there, Billy Bob can still count on outstanding products and high service levels from Dan. Dan should probably not divulge the reasons for Irvin's dismissal; even if true, Irvin might be able to claim defamation of character.

Answer to #2

Dan had several options prior to making the sales call that might have helped ease Billy Bob's transition to a new sales representative. First, Dan could have sent Billy Bob a letter introducing himself, noting his credentials (years with the company, customer satisfaction awards, etc.), providing contact information, and explaining that he will be calling on his customers soon. From the scenario given, it is difficult to tell (as it would be in real life) if Billy Bob really misses his drinking buddy (highly possible) or if he is just outraged that the company sent a new representative without giving him any notice. Preparing Billy Bob in advance that a new sales representative would be working with his account might have offset Billy Bob's shock at seeing Dan instead of Irvin.

Another option would be making the first sales call with the sales manager. The sales manager could introduce Dan and re-affirm the company's commitment to its customers. It is important for sales representatives to remember that change is difficult and that they need make transitions as easy as possible for their customers.

Answer to #3

In the past, multinational companies used expatriates (individuals from the home country) to staff management positions. The general belief was that there were not enough trained managers in foreign markets. Over the last 20 years, there has been a shift toward using host country nationals to staff businesses. Staffing decisions need to be made based on strategic considerations and the goals of the business.

Answer to #4

Businesses with tall organizational structures have many management layers. These structures often exist in bureaucratic businesses or in businesses that operate with formal rules and regulations. Although they often exist in large complex companies, they also may be found in cultures with high power/distance measures. Businesses with flat organizational structures have fewer layers of management. These structures may be found in cultures that have lower levels of power/distance.

Answer to #5

Global leaders must have the ability to work and interact with individuals from multiple cultural backgrounds. They must be able to communicate internationally. Ideally, they should know at least one other language. They must be able to operate comfortably in a foreign cultural setting. Global leaders must be able to manage across cultures and understand how to motivate individuals from a variety of cultures to achieve the organization's goals.

Answer to #6

Businesses in collectivist countries may include employees in some decision making. Consensus is gained from workers at the bottom of an organization before actions are taken. Examples of collectivist countries include China, Japan, and many West African and South American countries. By contrast, workers in individualistic countries (such as the United States, the Netherlands, and Great Britain) believe they can take care of themselves and are less likely to want to work for an authoritarian supervisor.

Answer to #7

International marketing is the future of marketing because of the increased interest in global marketing from U.S.-based firms as well as because of the growth of international competition.