Unit 3

A complaint is any expression of

• dissatisfaction

• anger.

• sadness.

• gratitude

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

• Directly to the CEO

• Patiently

• Verbally

• Silently

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

• true complaint

• false accusation.

• difficult customer.

• hidden complaint.

Which of the following skills can an employee use to uncover the hidden reason for a customer’s complaint:

• Accounting

• Questioning

• Selling

• Marketing

Customer complaints can affect a salesperson by

• disappointing her/his friends and family.

• making her/his day better.

• helping her/him to earn a raise.

• causing her/him to lose commission.

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 would 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

A customer complained about the new toaster she had purchased because, even on the lowest setting, it burned the toast. This kind of complaint is caused by the

• wholesaler.

• retailer

• salesperson

• manufacturer

Which of the following is a common source of product complaints:

• Adherence to policies

• Hidden costs

• Improper labeling

• Unsatisfactory service

Handling customer complaints appropriately can create

• customer goodwill

• negative online reviews

• tensions among employees.

• more business competition