2.03 Right Wrong LAP

A complaint is any expression of

 

 

 

 

• gratitude.

• dissatisfaction.

• anger.

• sadness.

Which of the following is a common way for customers to express their complaints:

 

 

 

• Verbally

• Patiently

• Directly to the CEO

•   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.

• hidden complaint.

• difficult customer.

• false accusation.

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

 

 

 

• Accounting

• Marketing

• Questioning

•   Selling

Customer complaints can affect a salesperson by

 

 

 

 

• disappointing her/his friends and family.

• causing her/him to lose commission.

• helping her/him to earn a raise.

• making her/his day better.

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

 

 

 

 

• Loss of employees

• Loss of tax breaks

• Loss of merchandise

• Loss of sales

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

 

 

• facilities.

•   employees.

• reputation.

•   licenses.

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

 

 

 

 

• more profitable.

• less efficient.

• unpopular.

• very successful.

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

 

 

 

• Labeling, faulty design, and mispricing

• Improper decisions, oversight, and service

• Product, personnel, and the business

   

• Poor service, inaccurate forms, and rudeness

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

 

 

 

 

• The transaction took a long time to complete.

• The business did not accept personal checks.

• The customer’s purchase was missing a part.

• The salesperson used the wrong credit form.