What defines a good will substitution by a dealer?

A good will substitution by a dealer is defined as replacing a vehicle that has already been delivered and titled to the customer. This action demonstrates the dealer's commitment to customer satisfaction and willingness to address issues that may arise with a vehicle after the purchase, such as defects or dissatisfaction. By providing a replacement, the dealer is not only resolving the immediate concern but also reinforcing trust and goodwill with the customer, which is essential for maintaining a long-term relationship.

The other options do relate to customer service and satisfaction but do not accurately represent the concept of a good will substitution. Exchanging a vehicle for a different model may involve options or preferences but doesn’t capture the essence of replacement regarding an already owned vehicle. A refund pertains to returning money rather than providing a substitution, and offering complimentary services does not involve exchanging the vehicle itself. Thus, the focus on a direct vehicle replacement distinguishes this answer as the correct representation of a good will substitution.