At specific mileage intervals,Capitol sends certificates to owners of their automobiles offering discounts on repair services through the dealerships.Each repair visit is overseen by a trained service representative and the completed repairs are followed up to ensure customer satisfaction.The attention given by the dealership is called _____.
A) scaling
B) screening
C) shaping
D) shadowing

Question

Quizplus · Accepted Answer

The attention given by the dealership, which includes sending certificates for discounts on repair services, overseeing repair visits by trained service representatives, and following up on completed repairs to ensure customer satisfaction, is an example of shaping. Shaping refers to the process of reinforcing gradual steps towards a desired behavior or outcome, and in this case, Capitol is reinforcing customer loyalty and satisfaction by providing quality repair services and excellent customer service.

At Specific Mileage Intervals,Capitol Sends Certificates to Owners of Their