"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."

This is a BEHAVIOR- based type of performance appraisal system

The correct answer is letter "D": behavior.

Explanation:

Performance Appraisal Systems are designed to evaluate employees' performance based on the role they play within the organization and their duties to find out if they are doing what the firm hired them for. The system establishes a set of desired performance and provides feedback according to it.

A behavior-type performance appraisal system does not only test workers' ability to follow the operation processes the firm requests them to perform but their attitudes and manners. This appraisal system is more often used in sales and customer service departments.