Shifting Car Sales Focus: From Transaction to Customer Satisfaction

16. This shifts the 'performance' from the sale of a car to making the customer satisfied, which lessens the typical pressure most customers feel when walking in to a car dealership.

A. increasing B. scrapping C. closing D. opening

The correct answer is B. scrapping. The sentence describes a shift in focus from the sale of a car to making the customer satisfied, which reduces the pressure typically experienced by customers in a car dealership. The word 'scrapping' implies abandoning or discarding the traditional approach of focusing solely on the sale and instead prioritizing customer satisfaction.