customers

Which of the following statements is not true concerning Quadrant I customers. Quick transactions. Don't need to know a lot about the service performed. Appear trusting. Having vehicle serviced is an inconvenience. All of the above are true statements concerning Quadrant I customers.

All of the above are true statements concerning Quadrant I customers.

Which of the following is not part of the Customer Satisfaction Pyramid? Trust Fixed Right First Time Correcting Repair Mistakes An Exceptional Services Experience All of the above are part of the Customer Satisfaction Pyramid.

Correcting Repair Mistakes

Which of the following is not true concerning customers. Happy customers bring other customers, make going to work every day more fulfilling, and reduce advertising and marketing expense. Unhappy customers can quickly tarnish the reputation of a repair facility. Understanding what motivates your customer and seeing the service experience through your customer's eyes is not very critical to establishing high levels of customer satisfaction. Higher customer satisfaction levels lead to high customer retention, which leads to higher gross profit. All of the above statements are true concerning customers.

Understanding what motivates your customer and seeing the service experience through your customer's eyes is not very critical to establishing high levels of customer satisfaction.

Which of the following statements is not true concerning general customer expectations. An accurate diagnosis. An exquisite coffee and pastry selection. An accurate and timely repair. A fair price. All of the above are true statements concerning general customer expectations.

a exquisite coffee and pastry selection

Which of the following does not describe a trait of a Quadrant II Customer? Prefers slower transactions Wants to understand what was done Appear trusting May ask for old parts All of the above describe Quadrant II customers.

appear trusting

Customers are generally not anxious of what they do not know or understand?

true

Each customer may be worth as much as $150,000 to your shop over their lifetime.

true

One primary concern is that customers do not always see "what they paid for" when their vehicle is returned to them?

true

Quadrant IV customers are the slowest of all transactions.

true