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

Question

Quizplus · Accepted Answer

The supervisors are observing the behaviour of the customer representatives during calls to ensure that they follow certain rules for greeting, taking orders accurately, repeating order details, and thanking customers. They are not specifically analyzing results or productivity, and trait is not relevant in this scenario.

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