At a Large Catalogue-Based Retail Company, Supervisors Randomly Listen in on Calls

question 74

Multiple Choice

At a large catalogue-based retail company, supervisors randomly listen in on calls handled by customer representatives. Their purpose is to ensure that customers are greeted politely, orders are taken accurately, order details are repeated to the customers, and customers are thanked for their orders. On which basis are they gathering performance information?

• A)results
• B)behaviour
• C)productivity
• D)trait

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Definitions:

Productivity Concerns

Issues or challenges related to the efficient and effective performance of tasks to produce goods or services.

Progressive Manager

A progressive manager is one who embraces change, encourages innovation, and supports the continuous improvement and development of their teams for better performance.

Equal Employment Opportunity

Policies and laws that ensure all employees and job applicants have an equal chance for employment and advancement without discrimination based on non-job-related factors.

Pay Gap

The disparity in earnings between different groups of people, often highlighted between genders, ethnicities, or other demographic categories.