SCENARIO $7-3$ Sam is a sales representative for Alliance Ltd$.,$ but he struggles to explain the benefits of Alliance's products to customers. Sam usually calls customers on the phone and while chatting with them about their weekly order he describes the new products he has available. Customer orders are shipped to the company by a delivery service. Customers who have ordered new products frequently return them because they are not as expected.

Goods returned to Alliance Ltd$.$ are a form of $\_\_\_\_\_\_\_\_$

a$.$

encoding.

b$.$

decoding.

c$.$

filtering.

d$.$

channel.

e$.$

feedback.