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  3. Auto Works, Inc.—Mayfield’s Biggest Car Sales & Service CenterDear Customer,Yo

Auto Works, Inc.—Mayfield’s Biggest Car Sales & Service CenterDear Customer,Yo

游客2025-06-13  29
问题 Auto Works, Inc.—Mayfield’s Biggest Car Sales & Service Center
Dear Customer,
Your input is valuable to us. Please take the time to complete the enclosed survey, and we will give you a $25 gift certificate for our auto parts department. Our service is one of the reasons our customers keep coming back.
One of the following representatives will get back to you:
Yvonne Hartley—repairs         Jeff Baker—parts
Sam Olsten—used-car sales      Sue Nelson—new-car sales
A quality control representative may also contact you to confirm your participation in the survey. Thank you again, and have a pleasant day.
Sincerely,
All of us at Auto Works
Auto Works Customer Satisfaction Survey
Customer’s Name: Jun-ha Park______
I visited Auto Works for: buying a second-hand car______
Please rate the following service characteristics:
Promptness of service:     Excellent       Good       Fair(X)  Poor
Friendliness of staff:       Excellent(X)    Good       Fair     Poor
Product Selection:         Excellent(X)    Good       Fair     Poor
Staffs Product Knowledge:  Excellent       Good(X)    Fair     Poor
Overall Evaluation:        Excellent       Good(X)    Fair     Poor
Comments: / called Auto Works before visiting. The phone representative was
friendly, but I was put on hold for about 30 minutes.______
Thank you for your participation in this survey! [br] What does Mr. Park imply about the service?
选项 A、It could be faster.
B、It could be friendlier.
C、It could be less expensive.
D、It could be more knowledgeable.
答案 A
解析 题干问的是Park对服务的满意度意味着什么?所以(C)或(D)都不适合成为答案。(B)看似是答案，实则为陷阱。服务态度并不是不亲切。电话服务虽然很亲切，但是要花很长时间。也就是说，调查项目中的“服务陕捷程度”并不令人满意。所以正确答案是(A)。
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