Business Management I (Objective 3.06)

Which would most likely be the cause of customer complaints?

• product quality

• extended hours

• price reductions

• institutional ads

If an irate customer yells because of a billing error, what should one do to

demonstrate a customer-service mindset?

• ensure the error is corrected

• blame the billing department

• become as upset as the customer

• complain about the customer's attitude.

What should one do to determine whether a customer’s complaint is

justified?

• ask a supervisor

• restate the complaint

• take immediate action

• investigate the problem

What is a cost associated with customer complaints?

• loss of sales

• higher commissions

• additional advertising

• markups on inventory

Which are the three major areas of customer complaints?

• product, personnel, and the business

• labeling, faulty design, and mispricing

• improper decisions, oversight, and service

• poor service, inaccurate forms, and rudeness

What should Devin do to eliminate any misunderstanding that he may

have concerning a customer's complaint?

• thank the customer

• restate the complaint

• take immediate action

• explain company policy

“I buy only the most expensive brands” is a statement that characterizes

which type of customer?

• disagreeable

• methodical

• superior

• suspicious

The first step in handling customer complaints is to:

• tell the customer to be brief.

• call the manager for assistance.

• let the customer explain the problem.

• ask the customer to submit a written grievance.

Noncomplainers may be unhappy with a purchase but fail to communicate

their displeasure. For businesses, are noncomplainers a more difficult

problem than complainers?

• No, noncomplainers fail to express ill feelings.

• Yes, noncomplainers take longer to get their message across.

• No, salesperson can satisfy noncomplainers within company guidelines.

• Yes, a salesperson lacks the opportunity to resolve the issue for

  noncomplainers.