Advertisement: Today's consumer expects a level of personali

(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)