Sales I - 2.03 Understand How to Handle Customer Complaints

A complaint is an expression of _____________________.

• satisfaction

• dissatisfaction

• excitement

• disapproval

Customer complaints can be expressed in a variety of ways:

Verbally and _______

• Non-Verbally

• Loudly

• Sign language

• In writing

Is the following a clear complaint or one that is hidden?

“I bought this iPad yesterday, and it won’t turn on.”

• Clear

• Hidden

True or False: Customer complaints are avoidable.

• True

• False

A customers’ complaints can affect your chances for promotions or raises....impacts the cost to the salesperson or the business?

• Salesperson

• Business

All of the following are Three Main Reasons for Customer Complaints, EXCEPT?

• product

• personnel

• management

• business

Which is not on of the Four major advantages of handling customer complaints successfully?

• Goodwill

• Increased sales

• More accurate product and marketing information

• commission you make on the sale

General rule for employees.

• Policy

• Procedure

Step-by-step process for completing a job task.

• Policy

• Procedure

What is the third step in the Steps for Handling Customer Complaints?

• Thank the customer for bringing the problem to your attention.

• Restate the complaint

• Listen

• Explain company policy