Molly, a Customer Service Representative for an Insurance Company, Was

question 28

Multiple Choice

Molly, a customer service representative for an insurance company, was rude to one of her customers. The customer immediately contacted Molly's supervisor and lodged a complaint. Molly's supervisor then reprimanded Molly and recorded the incident in her file. Molly has made a conscious effort ever since not to repeat the same mistake. This best exemplifies_____.

• A) the law of effect
• B) passive learning
• C) transfer of training
• D) behavioral modeling

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Definitions:

Bad Debts

Money owed to a company that is unlikely to be paid by the debtor, considered as a loss to the company.

Uncollectible Accounts

Accounts receivable that have been deemed uncollectable from debtors, similar to bad debts but often considered as a specific stage in the collections process.

Pending Job

A task or project that has been initiated but is not yet completed or ready for execution.

Sales Receipt

A document that provides proof of a transaction between a seller and a buyer, indicating the purchase of goods or services.