MI31 2.03

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

• 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

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

• unpopular

• very successful

• more profitable

• less efficient

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

• Labeling, faulty design, and mispricing

• Poor service, inaccurate forms, and rudeness

• Product, personnel, and the business

• Improper decisions, oversight, and 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