BM 3.06 Quiz (15)

A complaint is any expression of

• dissatisfaction

• gratitude

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

• Selling

• Questioning

Customer complaints can affect a salesperson by

• disappointing her/his friends and family.

• causing her/him to lose commission.

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

• Loss of sales

• Los of merchandise

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

• Less efficient

• more profitable

Which of the following are the three major areas of customer complaints:

• Poor service, inaccurate forms, and rudeness

• Product, personnel, and the business

Which of the following situations could result in a product complaint:

• The transaction took a long time to complete.

• The customer’s purchase was missing a part.

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

• manufacturer

• wholesaler

Sometimes, “false” product complaints can occur when a customer

• makes the wrong buying decision.

• is charged the wrong price for a product.

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

• the business

• a product