Express Auto, an automobile mega-dealership with more than 600 employees that represents 22 brands, has just received a

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Express Auto, an automobile mega-dealership with more than 600
employees that represents 22 brands, has just received a very
discouraging set of survey results. Customer satisfaction scores
have fallen for the ninth straight quarter. Customer complaints
include:
1. It was hard to get prompt feedback from mechanics by
phone.
2. Salespeople often did not return phone calls.
3. The finance people seemed "pushy."
4. New cars were often not properly cleaned or had minor items
that needed immediate repair or adjustment.
5. Cars often had to be returned to have repair work redone.
a) Describe any TWO (2) ways, how your team's compensation plan
might contribute to the customer service problems. (5 Marks)