Karen Is the Sales Manager for a Local Car Dealership

Multiple Choice

Karen is the sales manager for a local car dealership firm and is working on a balanced scorecard (BSC) to evaluate the firm's performance. Her current focus in on the customer perspective. Which of the following would be an appropriate initiative and measure if the firm's objective is to increase customer satisfaction?

A) Initiative: Continue customer feedback activity, and Measure: Average customer satisfaction rating
B) Initiative: Continue customer feedback activity, and Measure: Customer Conversion Rate
C) Initiative: Initiate new customer interactions, and Measure: Average customer satisfaction rating
D) Initiative: Initiate new customer interactions, and Measure: Customer Conversion Rate