Marketing Chapter 3 Lesson 3

What is the best example of reactive customer service?

• issuing a refund for a defective product

• apologizing for the issue with the product

• telling the customer the company is working on the problem

• suggesting the customer upgrade to a more expensive version

A type of customer communication that claims there were deficiencies in the company’s product or service is a/an:

• misrepresentation

• compaint

• reaction

• occurence

Which of the following is a common reason for a customer complaint?

• a new product

• an improved service

• a faulty product

• an unlimited service

Which of the following is a common reason for a customer complaint?

• detailed product description

• brief product description

• illustrated product description

• incorrect product description

Common customer complaints can be limited or avoided with thorough customer and product __________ and by having a well-trained and well-informed staff.

• research

• discounts

• advertising

• updates

Someone who often experiences a challenge or general dissatisfaction with a product or service is a:

• domineering customer

• complaining customer

• dishonest customer

• repeat customer

Someone who feels they know more or are generally better than the average person is a:

• domineering customer

• complaining customer

• dishonest customer

• typical customer

Someone who uses manipulative measures to avoid paying for a product or service or to receive a discount is a:

• domineering customer

• complaining customer

• dishonest customer

• confused customer

Which of the following is not one of the first steps to take when faced with a customer complaint?

• implement a fix

• listen to a complaint

• record the details

• get all of the facts

Which step completes the list?

After collecting customer complaint information, the next steps are to:

• Discuss options for fixing the problem

• Offer and agree on the proper fix

• Act quickly to implement the fix

• ______________________

• Send the customer a discount code for future purchases.

• Follow up with the customer to ensure they are happy.

• Get all of the facts, and record the details.

• Ask the customer to complete a survey about their experience.