Table 3.3 Tony Manages a Small Group of Customer Service Representatives and Representatives

Multiple Choice

Table 3.3
Tony manages a small group of customer service representatives and is responsible for all their training. His coaching style is to catch people doing this right, then offer praise and small rewards for proper performance. When Tony works with the customer service representatives who handle customer correspondence, he pays random surprise visits to each representative to encourage, coach, and correct behavior. He believes this keeps the representatives on their toes. With his customer service representatives who handle phone calls, Tony drops in on each one after they have taken between 50-100 calls. He's able to monitor their call rate from his computer terminal.
-Refer to Table 3.3. Tony's learning philosophy is an example of:

A) operant conditioning.
B) observational learning.
C) modeling.
D) classical conditioning.