Which of the Following Incidents Is Likely to Influence a Customer's

question 9

Multiple Choice

Which of the following incidents is likely to influence a customer's perception of service quality of an appliance store?

• A) A late night call to the store's service department
• B) The relationship the customer has established with the store after buying several different appliances
• C) A salesperson's explanation of extended warranty service
• D) The welcoming atmosphere of the store
• E) All of the above

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Definitions:

College Preparatory

A course or set of courses designed to prepare students academically for college-level work.

Capable

Having the ability, fitness, or quality necessary to do or achieve a specified thing.

Professionalism

The conduct, aims, or qualities characterized by a conforming to the technical and ethical standards of a profession, displaying competence, skill, and good judgment.

High Standards

The expectation or requirement for excellence or a high degree of quality in a particular area.