Handling Customer Complains

1. 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.

• c. 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 of tax breaks

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

business its

• employees

• facilities

• reputation

• licenses

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

• wholesales

• retailer

• salesperson

• manufacturer

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

• is charged the wrong price for a product.

• purchases a damaged product.

• has a personal problem with the employee.

• makes the wrong buying decision.