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Advertisement: Today's consumer expects a level of personali

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Advertisement: Today's consumer expects a level of personali [#permalink] New post 11 Jun 2014, 10:36
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  65% (hard)

Question Stats:

57% (02:27) correct 43% (01:26) wrong based on 196 sessions
Advertisement: Today's consumer expects a level of personalized customer care that was undreamt of only recently. Every advance in personalized care increases customer expectations. The company that is satisfied with its present level of customer care will soon find that its customers no longer are. At Courtier Services, our goal is to meet or exceed our customers' expectations.

Based on the statements in the advertisement above, which of the following must be true?

A. Courtier Services's goal can only be met if continuing improvements in personalized customer care are possible.
B. A company that fails to anticipate customer expectations is bound to provide poor customer care.
C. Courtier Services will steal customers from its competitors unless they adopt its goal as their own.
D. If a company is satisfied with its present level of customer care, then the quality of its customer care is sure to decline.
E. Courtier Services presently meets or exceeds its customers' expectations for personalized customer care.
[Reveal] Spoiler: OA

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Re: Advertisement: Today's consumer expects a level of personali [#permalink] New post 12 Jun 2014, 02:20
I don't agree with OA.

According to me, Option B is correct.

Kindly provide the OE.
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Re: Advertisement: Today's consumer expects a level of personali [#permalink] New post 12 Jun 2014, 03:04
DesiGmat wrote:
I don't agree with OA.

According to me, Option B is correct.

Kindly provide the OE.


Here ya go -
OE :

Identify the Question Type:
This can be identified as an Inference question because it asks for the answer choice which must be true.

Untangle the Stimulus:
Everything in the stimulus must be treated as true. We see some very strong language in the stimulus. According to the stimulus, customer expectations are always increasing, and and Courtier Services seeks to meet or exceed those expectations.

Predict the Answer:
Since Courtier Services intends to meet expectations that keep rising, we can infer that Courtier Services expects their capabilities to meet those expectations to keep improving as well.

Evaluate the Choices:
Answer Choice (A) says that Courtier Services's goal can only be met if continuing improvements in personalized customer care are possible. This is information also given in the stimulus, so this is the correct inference.
Choice (B) is not implied in the stimulus, since a company can fail to anticipate customer expectations and still provide good customer care. This is an irrelevant inference.
Choice (C) is not implied in the stimulus, because success in maintaining and attracting customers depends only on the ability to provide personalized customer care, not on a company's specific goal regarding customer service. This is an inference that is too extreme.
Choice (D) is not implied in the stimulus either—a company that is satisfied with its present level of customer care may not see the quality of its customer care decline, but, according to the stimulus, its customers may no longer be satisfied with present level of care. This inference focuses on a faulty use of detail.
Choice (E) states that Courtier Services presently meets or exceeds its customers' expectations for personalized customer care. This is an inference that is outside of the scope because having a goal does not necessarily imply that the goal has been met.
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Re: Advertisement: Today's consumer expects a level of personali [#permalink] New post 12 Jun 2014, 07:26
DesiGmat wrote:
I don't agree with OA.

According to me, Option B is correct.

Kindly provide the OE.


B cannot be the answer. "Bound to Provide a poor customer care" is too strong for it to be an inference. Moreover the the argument nowhere states about the quality of customer care. It just states that if a company is satisfied with its customer care may not be able to withstand its customer base. No doubt if it continues to provide the same service it may be providing a good service, but not equalling its competitors'. There is no scope for a good or bad customer service in the argument. Hence B cannot be concluded.

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Re: Advertisement: Today's consumer expects a level of personali [#permalink] New post 14 Jun 2014, 02:41
DesiGmat wrote:
I don't agree with OA.


I also don't agree with the OA.

MasterOogway wrote:
According to the stimulus, customer expectations are always increasing,


This is wrong. The stimulus says that customer expectations increases with every advance in personalized care. So, if there are no advancements in personalized care there is no reason to believe that customer expectations will rise.

So, Courtier Services's goal can be met even if there is no improvement in personalized customer care. Having said this, I don't agree with any of the other choices as well.
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Re: Advertisement: Today's consumer expects a level of personali [#permalink] New post 14 Jun 2014, 04:53
sathishkumar434 wrote:
DesiGmat wrote:
I don't agree with OA.


I also don't agree with the OA.

MasterOogway wrote:
According to the stimulus, customer expectations are always increasing,


This is wrong. The stimulus says that customer expectations increases with every advance in personalized care. So, if there are no advancements in personalized care there is no reason to believe that customer expectations will rise.

So, Courtier Services's goal can be met even if there is no improvement in personalized customer care. Having said this, I don't agree with any of the other choices as well.


No, the OE is correct.

Choice (B) is simply too extreme: Simply saying that a company that is satisfied with its present level of customer care is not the same as failing to anticipate customer expectations, nor is providing poor customer care necessarily correlative to having customers no longer interested in a company's service. That'd require an unwarranted leap in logic --- an assumption ~ something we can't do with these tricky inference type questions.

Choice (A) says that Courtier Services's goal can only be met if continuing improvements in personalized customer care are possible.
This is something directly found in the stimulus; as a result, we can draw up the proper conclusion.
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Re: Advertisement: Today's consumer expects a level of personali [#permalink] New post 11 Feb 2015, 11:15
bschool17 wrote:
Advertisement: Today's consumer expects a level of personalized customer care that was undreamt of only recently. Every advance in personalized care increases customer expectations. The company that is satisfied with its present level of customer care will soon find that its customers no longer are. At Courtier Services, our goal is to meet or exceed our customers' expectations.

Based on the statements in the advertisement above, which of the following must be true?

A. Courtier Services's goal can only be met if continuing improvements in personalized customer care are possible.
B. A company that fails to anticipate customer expectations is bound to provide poor customer care.
C. Courtier Services will steal customers from its competitors unless they adopt its goal as their own.
D. If a company is satisfied with its present level of customer care, then the quality of its customer care is sure to decline.
E. Courtier Services presently meets or exceeds its customers' expectations for personalized customer care.



Hi mikemcgarry,
Can you please throw some light on the OA which is A.
According to me,A uses 'only'.There is nothing mentioned in the stimulus from which we can infer that X is the only condition.
Besides this, even if we consider A to be true,it is directly mentioned in stimulus.Inference is something that we deduce and it is not clearly stated in passage.


Thanks in Advance!
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Advertisement: Today's consumer expects a level of personali [#permalink] New post 11 Feb 2015, 23:40
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bschool17 wrote:
Advertisement: Today's consumer expects a level of personalized customer care that was undreamt of only recently. Every advance in personalized care increases customer expectations. The company that is satisfied with its present level of customer care will soon find that its customers no longer are. At Courtier Services, our goal is to meet or exceed our customers' expectations.

Based on the statements in the advertisement above, which of the following must be true?

A. Courtier Services's goal can only be met if continuing improvements in personalized customer care are possible.
B. A company that fails to anticipate customer expectations is bound to provide poor customer care.
C. Courtier Services will steal customers from its competitors unless they adopt its goal as their own.
D. If a company is satisfied with its present level of customer care, then the quality of its customer care is sure to decline.
E. Courtier Services presently meets or exceeds its customers' expectations for personalized customer care.



(A) is the correct answer. Here is why:

Argument:
Today's consumer expects great personalized customer care.
Every advance in personalized care increases customer expectations.
The company that is satisfied with its present level of customer care will soon find that its customers no longer are. (implies the company must continue to innovate)
At Courtier Services, our goal is to meet or exceed our customers' expectations.

A. Courtier Services's goal can only be met if continuing improvements in personalized customer care are possible.

Advance in personalized care ---> Increase in customer expectations ---> Courtier must advance personalized care even more to meet these increased expectations

What if more improvement is not possible? Then Courtier will not be able to meet/exceed its customers' expectations. In that case, it will not meet its goal. Hence, this is true.

A note on the role of 'only' here: 'Only if' implies a necessary condition. Possibility of improvement is necessary to improve and hence only if makes complete sense here.

B. A company that fails to anticipate customer expectations is bound to provide poor customer care.
A company that fails to anticipate customer expectation will not meet its customers' expectations. Will they provide poor customer care, we cannot say. Who is to decide what is poor? What if what they are already providing is considered very good by most people but their customers expect even better? So this is not necessarily true.

C. Courtier Services will steal customers from its competitors unless they adopt its goal as their own.
No such implication. We don't know whether customers will move if their expectations are not met.

D. If a company is satisfied with its present level of customer care, then the quality of its customer care is sure to decline.
There is no reason that customer care will decline if the company is satisfied with its current quality of customer care. The company may keep the level of customer care the same. Customer satisfaction might decline but (D) talks about level of customer care. Hence it is not necessarily true.

E. Courtier Services presently meets or exceeds its customers' expectations for personalized customer care.
We know Courtier's goal. We don't know whether it meets its goal. Not necessarily true.

Answer (A)
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Advertisement: Today's consumer expects a level of personali   [#permalink] 11 Feb 2015, 23:40
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