
LAP CR 010 S 3.06
Authored by Natalie Coronas
Other
12th Grade
Used 3+ times

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25 questions
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1.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
A complaint is any expression of
dissatisfaction
sadness
anger
gratitude
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is a common way for customers to express their complaints?
Directly to the CEO
Verbally
Patiently
Silently
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
difficult customer
false accusation
hidden complaint
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following skills can an employee use to uncover the hidden reason for a customer's complaint?
Accounting
Selling
Questioning
Marketing
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
6.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
Which of the following is a potential cost of customer complaints?
Loss of merchandise
Loss of employees
Loss of sales
Loss of tax breaks
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Negative word-of-mouth advertising due to unresolved customer complaints can cost a business its
employees
reputation
facilities
licenses
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