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LOMA ACS 100 Module 1 to Exam Questions And Correct Answers Latest Update
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LOMA ACS 100 Module 1 to 5 2024-2025 Exam Questions And CorrectAnswers Latest Update
Behavioural performance measurement - See qualitative performance measurement
Behavioural tendencies test - A type of pre-employment screening test that attempts to
identify the applicant's habitual work-related behaviours, such as whether the individual
is a team player, honest, follows rules and procedures, or calm under pressure. Also
called personality test
benchmark- A performance standard, often based on standards achieved by lead- ing
companies, that represents a company's goals for performance
360-degree feedback - 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 - Answer A performance measure indicating 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 - Answer A performance standard that employees understand and
believe to be meaningful, valid, and realistic
account manager - Answer See dedicated customer service representative
active listening - Answer The process of focusing completely on a speaker's verbal and
non-verbal communication
ad hoc committee - Answer See problem-solving team
,adaptor - Answer An unconscious body movement that releases some form of tension or
emotion
adult ego state - Answer A behavior pattern in which a person objectively analyzes data
and makes decisions based on this analysis
advisory panel - 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 - Answer People who are so convinced of a company's merit that they share
their strong feelings with family, friends, and acquaintances
affect display - Answer A facial expression that people use to show emotion
aggressive behavior - Answer A behavior pattern that occurs when a person lashes out at
others with little regard for their feelings
ANI - Answer See automatic number identification
app - Answer See mobile applications
assertive behavior - 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 - Answer The building up of a substantial amount of
money over time
associate - Answer See internal customer
,association - Answer The reputation of employee's company and the employee's rela-
tionship with the company
assurance - Answer A dimension of service that pertains to the competence and
credibility of service providers, their manner of inspiring trust and confidence, and the
courtesy and concern they demonstrate for customers
attribution - Answer The perceptual process by which we assign causes to a person's
behavior, so that we are able to explain his or her actions
attributional bias - Answer A perceptual error in which we assign generalized, poorly
thought-out reasons to others' behavior
auto-greeting - Answer Technology for telephones that records a person's "best" greeting
and then plays that greeting automatically every time a call comes in
automated workflow distribution (AWD) - See automated workflow system
automatic call distributor (ACD) - A device that, at the simplest level, answers telephone
calls and transfers them to the relevant employee or work group
automatic number identification (ANI) - Technology that determines an incoming
telephone call by the calling party's telephone number or some other type of unique
identifier
auto-signature - Answer An option in an e-mail program that automatically includes the
user's complimentary close at the bottom of each e-mail message a user sends
average handling time - Answer See timeliness
, average speed of answer - Answer A performance measure that indicates the average
time in seconds, it takes to answer a telephone call or, in some contexts, the average
length of time in seconds or minutes that callers are kept waiting on hold before being
transferred to a service provider
avoidance - Answer A strategy of conflict management that involves physically or
psychologi- cally withdrawing from a conflict
benchmarking- 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 - 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 - Answer A business practice that represents the ultimate criterion for
performing a specific type of process
blind transfer - A telephone call transfer where an employee transfers a caller to another
employee without introducing the caller or explaining the nature of the call. Also known
as a cold transfer
body language - "The way people use their bodies to communicate. Also known as
kinesics. -
body of a letter - Answer The part of a business letter that follows the opening and
provides the information that accomplishes the letter's purpose
bonus - Answer A lump-sum amount awarded to an employee to recognize outstanding
achievement by either the employee or a work group
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