Righting Wrongs LAP Quiz

A percentage of the total sale amount paid to the individual or business that makes the sale

• Commission

• Complaint

• Goodwill

• Personnel

A customer's expression of dissatisfaction

• Commission

• Complaint

• Goodwill

• Personnel

Positive feelings toward a business

• Commission

• Complaint

• Goodwill

• Personnel

A business's employees

• Commission

• Complaint

• Goodwill

• Personnel

A guideline explaining how employees are to act and how they are to deal with customers

• Reputation

• Profit

• Procedure

• Policy

The step-by-step process personnel follow in performing a specific task

• Reputation

• Profit

• Procedure

• Policy

A business's income after expenses

• Policy

• Profit

• Procedure

• Reputation

A business's good name

• Reputation

• Profit

• Procedure

• Policy

A complaint is any expression of

 

• gratitude.

   

• dissatisfaction

• anger.

• sadness.

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

 

• Patiently

   

• Directly to the CEO

• Silently

   

• Verbally