When Barbara Realized She Didn't Have All of the Technical

question 37

Multiple Choice

When Barbara realized she didn't have all of the technical information she needed to answer the customer's questions, she made a call to her office. Who would be most likely to provide appropriate assistance?

• A) sales support personnel
• B) an order taker
• C) another salesperson
• D) her sales manager
• E) an order getter

---

Definitions:

Punishment Effective

Punishment effective describes the extent to which a penalizing action achieves the desired outcome of altering behavior to conform to expected norms or rules.

Negative Reinforcement

The strengthening of behaviour by making the avoidance of an undesirable consequence contingent on its occurrence.

Operant Conditioning

The control of behaviour by manipulating its consequences.

Unpleasant Consequence

An adverse or negative outcome that follows an undesired behavior, serving as a deterrent.