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  3. Auto Works, Inc.—Mayfield’s Biggest Car Sales & Service Center Dear Customer, Your input is valuable to us. Please take the time

Auto Works, Inc.—Mayfield’s Biggest Car Sales & Service Center Dear Customer, Your input is valuable to us. Please take the time

admin2016-10-30  4
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!
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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