Business Management Mixer 7

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

• Selling

• Questioning

• Marketing

• Accounting

Customer complaints can affect a salesperson by

• causing her/him to lose commission.

• disappointing her/his friends and family.

• 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 merchandise

• Loss of sales

  Loss of tax breaks

• both

• neither

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

• facilities.

• licenses.

• reputation.

• employees.

A complaint is any expression of

• gratitude.

• anger.

• sadness.

• dissatisfaction.

Mark is ​ (a)   with the way his new shirt ​ (b)   , and he shows it to the salesperson. Mark’s ​ (c)   is an example of a ​ (d)  

• unhappy
• wrinkles
• complaint
• true complaint

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

• Questioning
• Accounting
• Selling

Customer complaints can affect a salesperson by

• causing her/him to lose commission.

• disappointing her/his friends and family.

• helping her/him to earn a raise.

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

• Loss of employees

• Loss of merchandise

• Loss of sales

• Loss of tax breaks

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

• less efficient.

• unpopular.

  very successful.

• more profitable.