Suppose That a Retail Store Conducts a Mail Survey of Its

question 16

Multiple Choice

Suppose that a retail store conducts a mail survey of its customers and finds that 50% of the customers believe store personnel are "courteous." Which benchmark or comparison would be most useful for interpreting this result?

• A) The annual dollars spent at the store by those customers who believe store personnel are courteous
• B) How the 50% figure compares with that for competitors
• C) The percentage of store personnel who have completed training in customer service and public relations
• D) How the 50% figure compares with industrial or wholesale institutions and stores
• E) The percentage of store personnel who feel they are courteous to customers

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