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LOMA ACS 100 Module 1 to 5 questions with complete solutions
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LOMA ACS 100 Module 1 to 5 questions with complete solutions
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LOMA ACS 100 Module 1 to 5360-degree feedback - correct answer ✔✔A performance evaluation method that solicits feedback
about an employee's performance from many sources, including the employee's superiors and peers,
any people the employee supervises, and the internal and external customers the employee serves
abandonment rate - correct answer ✔✔A performance measure that indicates the percentage of
inbound telephone calls that are automatically placed on hold and then termi- nated by the caller before
the call is answered by a service provider
accepted standard - correct answer ✔✔A performance standard that employees understand and believe
to be meaningful, valid, and realistic
account manager - correct answer ✔✔See dedicated customer service representative
active listening - correct answer ✔✔The process of concentrating entirely on a speaker's verbal and
nonverbal communication
ad hoc committee - correct answer ✔✔See problem-solving team
adaptor - correct answer ✔✔An unconscious body movement that releases some form of tension or
emotion
adult ego state - correct answer ✔✔A behavior pattern in which a person objectively analyzes data and
makes decisions based on this analysis
advisory panel - correct answer ✔✔A standing group that meets on a regular basis to provide a com-
pany with qualitative information about the company's services and to suggest ways to improve those
services
,advocates - correct answer ✔✔People who are so convinced of a company's merit that they share their
strong feelings with family, friends, and acquaintances
affect display - correct answer ✔✔A facial expression that people use to show emotion
aggressive behavior - correct answer ✔✔A behavior pattern that occurs when a person lashes out at
others with little regard for their feelings
ANI - correct answer ✔✔See automatic number identification
app - correct answer ✔✔See mobile applications
assertive behavior - correct answer ✔✔A behavior pattern that occurs when a person states his posi-
tions clearly and firmly, but in a constructive rather than destructive manner
asset and wealth accumulation - correct answer ✔✔The gathering of a substantial amount of money
over time
associate - correct answer ✔✔See internal customer
association - correct answer ✔✔The reputation of an employee's company and the employee's rela-
tionship with the company
assurance - correct answer ✔✔A service dimension that refers to the competence and credibility of
service providers, their ability to convey trust and confidence, and the courtesy and respect they show to
customers
attribution - correct answer ✔✔The perceptual process of assigning reasons for a person's behavior in
order to explain his actions
attributional bias - correct answer ✔✔A perceptual error that occurs when we assign generalized, poorly
thought-out reasons for the behavior of others
,auto-greeting - correct answer ✔✔A telephone technology used to record someone's "best" greeting
and then automatically play that greeting each time a call arrives
automated workflow distribution (AWD) - correct answer ✔✔See automated workflow system
automatic call distributor (ACD) - correct answer ✔✔A device that, at the most basic level, answers
telephone calls and directs them to the appropriate employee or work group
automatic number identification (ANI) - correct answer ✔✔A technology that identifies an inbound
telephone call by the caller's telephone number or some other type of personal identifier
auto-signature - correct answer ✔✔An e-mail program option that automatically includes the user's
complimentary close at the end of each e-mail message the user sends
average handling time - correct answer ✔✔See timeliness
average speed of answer - correct answer ✔✔A performance measure that indicates the average time
(in seconds) to answer a telephone call or, depending on the context, the average amount of time (in
seconds or minutes) that telephone callers are on hold before being connected with a service provider
avoidance - correct answer ✔✔A conflict management approach that entails physically or psychologi-
cally removing oneself from a conflict situation
behavioral performance measurement - correct answer ✔✔See qualitative performance measurement
behavioral tendencies test - correct answer ✔✔A type of preemployment screening test that attempts to
discover the candidate's typical job behaviors, such as whether the person is a team player, is honest,
follows rules and procedures, and remains calm under pressure. Also known as a personality test
benchmark - correct answer ✔✔A performance standard, often based on standards achieved by lead-
ing companies, that represents a company's goals for performance
, benchmarking - correct answer ✔✔The process of comparing actual performance results with bench-
marks; it encourages continuous improvement by enabling a company to deter- mine how well it is
performing in relation to a standard it aspires to achieve
benevolent autocratic system - correct answer ✔✔A type of management system in which authority and
decision making are centralized with managers, especially senior execu- tives, and the relationship
between management and the workforce is fairly cordial
best practice - correct answer ✔✔A business practice that represents the ultimate criterion for
performing a specific type of process
blind transfer - correct answer ✔✔A telephone call transfer in which one employee transfers a call to
another employee without introducing the caller or explaining the nature of the call . Also known as a
cold transfer
body language - correct answer ✔✔" The way people use their bodies to communicate , Also known as
kinesics. - correct answer ✔✔
" - correct answer ✔✔
body of a letter - correct answer ✔✔The part of a business letter that follows the opening and provides
the information that accomplishes the letter's purpose
bonus - correct answer ✔✔A lump-sum amount awarded to an employee to recognize outstanding
achievement by either the employee or a work group
browser - correct answer ✔✔A software program that allows a user to navigate the Internet
business etiquette - correct answer ✔✔The rules that govern appropriate behavior in business situa-
tions
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