A Recent Consumer Survey Conducted for a Car Dealership Indicates

question 96

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

---

Definitions:

Umbrella Insurance

A type of extra liability insurance that provides additional coverage beyond the limits of the insured's homeowners, auto, or watercraft insurance policies.

Business Interruption Insurance

A form of insurance that compensates the insured for continuing expenses incurred while the business is not earning income.

Revenue Losses

These are decreases in income, typically experienced by businesses or governments, resulting from factors like reduced sales, changes in market conditions, or operational challenges.

Fire

A rapid oxidation process, which is a chemical reaction resulting in the emission of heat and light.