A Recent Consumer Survey Conducted for a Car Dealership Indicates

question 215

Multiple Choice

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?

• A) communication, courtesy, and credibility
• B) competence, courtesy, and security
• C) competence, responsiveness, and reliability
• D) communication, responsiveness, and reliability
• E) understanding/knowing customer, responsiveness, and reliability

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Definitions:

Finished Goods Inventory

The stock of completed products that are ready to be sold.