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

Question

Quizplus · Accepted Answer

This is because the supervisors are evaluating the customer representatives based on their observable behaviors during the call, such as polite greetings, accurate order taking, repeating order details, and thanking the customer. This type of appraisal system is focused on behaviors and is known as behavior-based or behaviorally anchored rating scales (BARS).

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