Molly, a Customer Service Representative for an Insurance Company, Was

Multiple Choice

Molly, a customer service representative for an insurance company, was rude to one of her customers. The customer immediately contacted Molly's supervisor and lodged a complaint. Molly's supervisor then reprimanded Molly and recorded the incident in her file. Molly has made a conscious effort ever since not to repeat the same mistake. This best exemplifies_____.

A) the law of effect
B) passive learning
C) transfer of training
D) behavioral modeling