Marilyn Is the Department Head for a Large Call Centre

question 50

Multiple Choice

Marilyn is the department head for a large call centre and is responsible for conducting quarterly performance evaluations on her employees. While a good portion of the evaluation is based on areas such as friendliness, punctuality, and customer ratings, roughly half of the appraisal is based on call volume and the conversion of callers to customers. An employee's evaluations are used to determine quarterly raises. Algemar and Nick both work for Marilyn. Marilyn feels that she is a mentor for Nick while she feels that she simply inherited Algemar from another department; thus, Marilyn sometimes strikes from Nick's call records customers who are extremely difficult or perhaps too set against buying the product. For the last quarter, Marilyn awarded Nick a raise while she did not award one to Algemar. Marilyn's striking the difficult customers from Nick's record could most logically be called ________.

• A) politicking
• B) unethical politicking
• C) identity management
• D) self-serving
• E) All are logical responses.

---

Definitions:

Top

The highest or uppermost part, point, or position in relation to other objects or levels.

Résumé Purpose

The main objective of a résumé, which is to provide a summary of one's skills, experiences, and qualifications to potential employers.

Get An Interview

The process of securing a meeting or discussion with a potential employer as a candidate for a job.

Compelling Narrative

A story or account that is interesting and engaging, often making it persuasive or memorable.