3.06

A complaint is any expression of

• dissatisfaction.

• gratitude.

• anger.

• sadness.

Which of the following is a common way for customers to express their complaints:

• Patiently

• Silently

• Directly to the CEO

• Verbally

Which of the following is a potential cost of customer complaints:

• Loss of tax breaks

• oss of merchandise

• Loss of sales

• Loss of employees

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

business its

• employees.

• facilities.

• licenses.

• reputation.

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

• unpopular.

• very successful.

• more profitable.

• less efficient.

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

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.

Which of the following is a common source of complaints about personnel:

• Rudeness

• Creation of policies

• Hidden costs

• Faulty design

A customer tries to pay with credit card, but the employee tells him, “I’m sorry, sir. We only accept cash.” This situation is likely to generate a complaint about

• a product.

• credit cards

• the business.

• the employee.

Which of the following is a reason a customer might complain about a business:

• Use of high-pressure selling techniques

• Improperly labeled product

• Difficulty reaching someone who can help

• Product unable to meet her/his needs