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

Multiple Choice

At a large catalog-based 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 order.This is a _______________-based type of performance appraisal system.

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