Business Management I (3.06) 2019 LAP

Front

A complaint is any expression of

Back

dissatisfaction.

Front

Which of the following is a common way for customers to express their complaints:
Directly to the CEO,
Patiently,
Verbally,
Silently

Back

Verbally

Front

Mark is unhappy with the way his new shirt wrinkles, and he shows it to the salesperson. Mark’s complaint is an example of a

Back

true complaint.

Front

Which of the following skills can an employee use to uncover the hidden reason for a customer’s complaint: Accounting, Questioning, Selling, Marketing?

Back

Questioning

Front

Customer complaints can affect a salesperson by

Back

causing her/him to lose commission.

Front

Which of the following is a potential cost of customer complaints: Loss of merchandise, Loss of sales, Loss of employees, Loss of tax breaks

Back

Loss of sales

Front

Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its

Back

reputation

Front

Spending a lot of time on customer complaints can cause a business to be

Back

less efficient.

Front

Which of the following are the three major areas of customer complaints:
Labeling, faulty design, and mispricing
Poor service, inaccurate forms, and rudeness
Product, personnel, and the business
Improper decisions, oversight, and service

Back

Product, personnel, and the business

Front

Which of the following situations could result in a product complaint:
The business did not accept personal checks.
The customer’s purchase was missing a part.
The salesperson used the wrong credit form.
The transaction took a long time to complete.

Back

The customer’s purchase was missing a part.