Collecting information at the point of sale is a straightforward and inexpensive way to assess service quality,but this approach will NOT be useful if:
A) customers cannot assess service quality,as in the case of oil change or maintenance check.
B) decision-making managers do not get the results of the feedback.
C) the person who rendered poor service is the same person collecting the information.
D) customers are rushed and don't take the time to assess the service.
E) All of these.

Question

Quizplus · Accepted Answer

All of these options are valid reasons why collecting information at the point of sale may not be useful in assessing service quality. If customers cannot accurately assess the quality of service, if decision-making managers do not receive the feedback, if the person collecting the information rendered poor service or if customers are rushed and cannot properly evaluate the service, then the information gathered will not be useful in evaluating service quality.

Collecting Information at the Point of Sale Is a Straightforward