Answer :
Final answer:
A touch point in an automotive repair shop is any interaction that affects customer experience. Among the options, the vehicle interior is not a direct touch point of the shop. Therefore, option c is the correct answer.
Explanation:
Understanding Automotive Repair Shop Touch Points
In an automotive repair shop, a touch point refers to any interaction between the customer and the shop that can influence the customer's perception and experience. Examples of these touch points include various elements of customer engagement and service delivery.
Identifying Touch Points
Here are the options provided in your question:
- a. Parts counter: This is indeed a touch point where customers interact with staff to purchase necessary parts for repairs.
- b. Mobile phone: Communication through mobile phones for inquiries, updates, and appointments serves as a touch point as well.
- c. Vehicle interior: This does not serve as a touch point for the shop itself but might be considered an important area of interest for customers when they receive their vehicle back.
- d. Door pulls and knobs: These can also be considered touch points, as they represent tangible interactions placed within the shop that customers engage with when entering or exiting.
Based on the definitions, option c. Vehicle interior is not a direct touch point of the repair shop itself in terms of customer interaction within the context of service. Instead, it's a part of the customer’s own vehicle rather than an element of the shop’s service delivery.
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