At a Large On-Line Catalog Retail Company,supervisors Randomly Listen in on Calls

At a large on-line catalog retail company,supervisors randomly listen in on calls handled by customer representatives to make sure that the customers are greeted politely,orders are taken accurately,order details are repeated to the customer,and that customers are thanked for their orders.This is a ____ -based type of performance information.

A) productivity
B) trait
C) results
D) behavior