Righting Wrongs

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 is a potential cost of customer complaints:

• loss of merchandise

• loss of sales

• loss of employees

• loss fo tax breaks

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

• employees

• facilities

• reputation

• licenses

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 complaint