One of your new customer service representatives often gets flustered when customers get angry. You’ve tried giving her advice, but she isn’t improving.

the answer to the question is punishment. or more specifically, positive punishment.

positive punishment occurs when a behavior is given a negative consequence for the individual doing the behavior.

sara no longer wants to ask questions (the behavior) because she is ridiculed by mr. smith (the punishment).

reinforcement is inaccurate because reinforcement always gives positive consequences for the individual doing the behavior, be it by introducing a pleasant consequence or removing an unpleasant one.

eat food

explanation:

cash registers don't need food because they are not alive.