Which of the following is the best example of a service goal for a retailer that is sincere about reducing the standards gap?
A) "Straighten and organize the merchandise when necessary."
B) "Greet all customers when they enter the selling area."
C) "Respond to e-mails as soon as possible."
D) "Display merchandise on racks within 24 hours of delivery."
E) "Respond positively to all customer complaints."

Question

Quizplus · Accepted Answer

The service goal "Display merchandise on racks within 24 hours of delivery" is both specific and measurable. To deliver consistent, high-quality service, retailers need to establish goals or standards to guide employees. These goals should be based on their beliefs about the proper operation of the business rather than the customers' needs and expectations.

Which of the Following Is the Best Example of a Service