At specific mileage intervals, Capitol sends certificates to owners of their automobiles offering discounts on repair services through the dealerships. Each repair visit is overseen by a trained service representative and the completed repairs are followed up to ensure customer satisfaction. The attention given by the dealership is called .

shaping

Explanation: The attention such as offering discounts on repairs given by the dealership to its customers to ensure satisfaction is known as shaping which focuses on the use of positive incentives in ways that alters the structure of an industry thereby transforming competitive and market dynamics, industry economics etc., to favor the position of the shaper (in this case Capitol). That way, the industry's customer base is assured.

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