Term 2_Final Revision

When do people typically make complaints?

• To avoid a difficult situation

• To give positive feedback on a service

• To express dissatisfaction and seek a solution

• When everything is going well and no changes are needed

Customer Negligence is to repair as Manufacturing Fault is to _______.

• restore

• recharge

• rewrite

• replace

Making an offer is similar to proposing, while making a counteroffer is similar to:

• giving an alternative

• giving an advise

• Report to the police

• Report the manager

To thank is to show appreciation as to encourage is to:

• show regret

• give motivation

• express satisfaction

• make a complaint

Which is the most effective approach when addressing a concern about a faulty gadget to a shop assistant?

• "Hi! I bought this Macnus MN-99W headset, but I cannot recall exactly when. I want this to be replaced right now!"

• "Hello! Can I return this faulty gadget, or have it replaced? I am sure it is still within the warranty period."

• "Good morning! I bought this yesterday, and I found out that it is no longer working. You clearly disappointed me!"

• "Good afternoon. I purchased this Macnus MN-99W headset in your store yesterday. Suddenly, I am no longer hearing any sound. I already checked the volume of my computer, and everything is fine."

As a shop assistant, how would you respond to a customer's complaint about a faulty gadget?

• "I deeply apologize. However, we are unable to offer a replacement."

• "I am so sorry. Unfortunately, our store cannot honor any warranties at this time."

• "The item was received in good condition. Regrettably, we are unable to assist in resolving your concern."

• "I apologize for any inconvenience caused. Do you have the receipt with you?"

Which statement reflects a customer expressing gratitude and politeness?

• "I can't fully accept your solution yet. My gratitude will be reserved until we find the most convenient resolution."

• "Your store's policy is quite unfavorable. I'd be happy to show my gratitude if you could address this promptly."

• "I appreciate your expertise in resolving the issue. Everything is functioning smoothly now thanks to your effective solution."

• "Thank you for resolving this issue. However, I must say that your customer service is very poor."

How would you respond and negotiate to the concern politely?

• "I understand your concern, but it seems you have high expectations for our customer service."

• "Thank you for bringing this issue to our attention. While it's unusual, the only resolution we can offer is for you to buy a new one."

• "Your satisfaction is our priority, and we regret any dissatisfaction. Though the warranty is expired, we can offer a discounted repair service to address the issue."

• "I understand this situation is disappointing for you. Unfortunately, we can't do anything about it."

Based on the situation, what solution is the customer proposing?

• Full refund

• Replacement with the same item

• Buy a new one with 50% discount

• Exchange for another item with double the warranty period

Based on the situation, what should be the most appropriate counteroffer for the shop assistant?

• Full refund

• Buy 1 Get 1 free

• Offer a new item with 50% discount

• Discounted repair cost