In designing service systems, as you go from mail contact to phone contact to face-to-face total customization, which of the following is most appropriate?
A) Sales opportunity decreases while degree of customer/server contact increases.
B) Sales opportunity decreases while degree of customer/server contact decreases.
C) Sales opportunity increases while degree of customer/server contact decreases.
D) Sales opportunity increases while degree of customer/server contact increases.
E) None of these choices are correct.

Question

Quizplus · Accepted Answer

As the degree of customer/server contact increases, the opportunity to understand the customer's needs and preferences and customize the service accordingly also increases. This can lead to higher sales opportunities. Hence, D is the most appropriate choice.

In Designing Service Systems, as You Go from Mail Contact