17. Back office is a term used to identify activities where: A. staff lie on their backs all day. B. staff do not come into direct contact with customers. C. staff have no interest in customers while there. D. access is only possible through the back door. 18. Front office is a term used to identify activities where: A staff avoid customers. B customers have to wait to be served. C. staff seek to satisfy customer requirements. D. the office faces the street. 19. A motor vehicle spare parts store is classified as: A. a service shop. B. a mass service. C. a retailer. D. a wholesaler