Which of the following is true?

• Most customers can be made happy through complaint resolution.

• Ask key questions to fully understand the complaint.

• Follow store policy.

• All of the above.

A manager will use which of the following to help correct problems with an employee’s ability to help customers:

• video games

• coaching sessions

• naps

• lunch breaks

The most dangerous type of unhappy customer is a(n):

• aggressive customer

• rip-off customer

• chronic complainer

• high-roller customer

• meek customer

Define customer service.

• The assistance and advice provided by a company to those people who buy or use its products or services.

• A department within a company that handles complaints.

• A promotional offer provided to attract new customers.

• The process of managing the sales team within a company.

Why is customer service so important to a business?

• It helps in increasing the price of products.

• It ensures that products are of high quality.

• It can lead to repeat customers and referrals.

• It is not important; product quality is what matters.

The average customer with an unresolved conflict will tell how many other people of it?

• 1-5 people

• 15-20 people

• 7-8 people

• 12-13 people

• None of the above

What should you NOT do when dealing with an aggressive customer?

• Engage in an argument

• Stay calm

• Listen actively

• Offer solutions

Describe what a rip-off customer is and what their main goal is.

• A customer who seeks to get the best value for their money

• A customer who is always satisfied with the service

• A customer who tries to get something for nothing

• A customer who frequently compliments the business

List two common customer complaints that businesses might get.

• Long wait times and poor product quality

• Excellent service and fast checkout

• Frequent sales and discounts

• Helpful staff and clean store environment

A customer comes in that you have seen many times before. When you ask her how you can help, she gives a sigh and says that she has a problem with the merchandise that she had purchased. This is not the first time she has come in to complain. It actually is the third time this month. This customer can be categorized as what type of customer?

• A loyal customer

• A new customer

• A chronic complainer

• A satisfied customer