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

Multiple Choice

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