Exam (elaborations)

LOMA ACS 100 Module 1 to 5 || with Accurate Answers 100%.

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LOMA ACS 100

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LOMA ACS 100

360-degree feedback correct answers 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 ...

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360 degree feedback

Institution LOMA ACS 100
Course LOMA ACS 100

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LOMA ACS 100 Module 1 to 5 || with Accurate Answers
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360-degree feedback correct answers 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 answers 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 answers A performance standard that employees understand and
believe to be meaningful, valid, and realistic

account manager correct answers See dedicated customer service representative

active listening correct answers The process of concentrating entirely on a speaker's verbal and
nonverbal communication

ad hoc committee correct answers See problem-solving team

adaptor correct answers An unconscious body movement that releases some form of tension or
emotion

adult ego state correct answers A behavior pattern in which a person objectively analyzes data
and makes decisions based on this analysis

advisory panel correct answers 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 answers People who are so convinced of a company's merit that they share
their strong feelings with family, friends, and acquaintances

affect display correct answers A facial expression that people use to show emotion

aggressive behavior correct answers A behavior pattern that occurs when a person lashes out at
others with little regard for their feelings

ANI correct answers See automatic number identification

app correct answers See mobile applications

,assertive behavior correct answers 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 answers The gathering of a substantial amount of money
over time

associate correct answers See internal customer

association correct answers The reputation of an employee's company and the employee's rela-
tionship with the company

assurance correct answers 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 answers The perceptual process of assigning reasons for a person's behavior in
order to explain his actions

attributional bias correct answers A perceptual error that occurs when we assign generalized,
poorly thought-out reasons for the behavior of others

auto-greeting correct answers 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 answers See automated workflow system

automatic call distributor (ACD) correct answers 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 answers A technology that identifies an inbound
telephone call by the caller's telephone number or some other type of personal identifier

auto-signature correct answers 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 answers See timeliness

average speed of answer correct answers 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 answers A conflict management approach that entails physically or
psychologi- cally removing oneself from a conflict situation

behavioral performance measurement correct answers See qualitative performance measurement

,behavioral tendencies test correct answers 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 answers A performance standard, often based on standards achieved by lead-
ing companies, that represents a company's goals for performance

benchmarking correct answers 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 answers 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 answers A business practice that represents the ultimate criterion for
performing a specific type of process

blind transfer correct answers 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 answers " The way people use their bodies to communicate , Also known
as

kinesics. correct answers

" correct answers

body of a letter correct answers The part of a business letter that follows the opening and
provides the information that accomplishes the letter's purpose

bonus correct answers A lump-sum amount awarded to an employee to recognize outstanding
achievement by either the employee or a work group

browser correct answers A software program that allows a user to navigate the Internet

business etiquette correct answers The rules that govern appropriate behavior in business situa-
tions

business partner correct answers In the context of customers, an organization that helps a com-
pany develop, distribute, or service its products

, business system correct answers A set of processes and other elements designed to work together
to meet a company's performance requirements

business-to-business (B2B) customer correct answers See organizational customer

call center correct answers In customer service, an organizational unit that receives and/or places
telephone calls to customers

call center representative correct answers See customer service representative

calls answered on time correct answers A performance measure that indicates the percentage of
inbound customer telephone calls answered within a specified time frame

career path correct answers An outline of the types of advancement available to an employee
within a particular department and within the company that provides a logical progression
through positions that offer increasing responsibility and pay

cash management correct answers The process of using readily available funds for everyday liv-
ing expenses, as well as for short-term savings and investments purposes

CBT correct answers See computer-based training

change sequence correct answers A series of activities that typically occurs in successful orga-
nizational transformation; it consists of (1) recognizing the need for change, (2) assessing the
organization's readiness for change, (3) identifying appropriate changes and the methods for
implementing the changes, and (4) implementing the changes

channel correct answers In the communication process, the medium used to transmit or deliver a
message . Also known as a communication channel

character correct answers A person's integrity and principles

child ego state correct answers A behavior pattern in which a person responds to others in the
helpless, complaining tone of an unhappy child

chronemics correct answers The nonverbal messages conveyed by the way people use time

classroom training correct answers A training method in which an instructor typically lectures to
the group, leads the group in discussion, or directs the group as they do vari- ous exercises, such
as role-playing

click-to-call correct answers A communication mechanism that enables website visitors to initi-
ate a conversation with a company representative by clicking on an icon, which then
automatically places a call, using Voice over Internet Protocol, to a com- pany representative.
Also known as click-to-talk

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