In the chapter, we described how Mark Dean fired a salesperson because the salesperson added features to sales contracts that were not authorized by customers. What triggered Mark’s suspicions were a couple of calls from customers questioning the additions on their invoices, but it was Mark’s review of customer data in the CRM system that showed that these were not isolated mistakes. But in addition to firing the salesperson, what do you think Mark did? What do you think was the salesperson’s excuse?

AppendixLO1