Marketing Review

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(n)

• True Complaint

• False Accusation

• Difficult Customer

• Hidden complaint

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 common source of complaints about personnel

• Rudeness

• Creation of policies

• Hidden costs

• Faulty design

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

• Adherence to policies

• Hidden costs

• Improper labeling

• Unsatisfactory 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 complete.

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

• unpopular.

• very successful.

• more profitable.

• less efficient.

A customer tries to pay with a credit card, but the employee tells him, “I’m sorry, sir. We only accept cash.” This situation is likely to generate a complaint about

• a product

• credit cards.

• the business

• the employee

Which of the following is a true statement regarding customer complaints

• The reasons for customer complaints are usually hidden.

• Almost all customer complaints involve the product

• The best companies do not receive customer complaints.

• Customer complaints can benefit employees and businesses

A general rule that employees should follow is called a

• regulation

• law

• policy

• procedure

Handling customer complaints appropriately can create

• customer goodwill

• negative online reviews

• tensions among employees

• more business competition