BM1 - 3.05 & 3.06 Practice

What is the primary benefit of handling customer complaints appropriately, as suggested in the document?

• It can lead to personal grievances

• It can worsen the relationship with the customer

• It can create positive outcomes for everyone involved

• It has no significant impact on business operations

What is a possible consequence for a salesperson if a customer complaint results in a returned product?

• Increased commission

• Promotion

• Loss of commission

• Bonus payment

According to the text, what can unresolved customer complaints lead to for a business?

• Increased sales

• Improved reputation

• Loss of sales

• More employee benefits

What is NOT listed as a cost of customer complaints to a business?

• Loss of reputation

• Loss of sales

• Increased energy and confidence

• Draining of energy and confidence

Why is it important for a salesperson to skillfully handle customer complaints?

• It can lead to promotions and raises

• It can reduce the number of complaints

• It can simplify product returns

• It can increase product prices

What is a clear complaint according to the text?

• A complaint about a late shipment

• A complaint about a product not turning on

• A complaint about an incorrect order

• All of the above

Which of the following is NOT a reason why handling customer complaints can lead to a loss of time for businesses?

• Restocking returned items

• Updating sales records

• Reducing advertising costs

• Handling employee inquiries about complaints

What type of product complaint is exemplified by a gallon of milk being spoiled as soon as it is brought home from the store?

• Mislabeling

• Defective

• Unable to meet customer needs

• Damaged or spoiled

What should businesses do when their products are not properly produced, designed, or labeled?

• Ignore the complaints as they are usually unjustified

• Take proper action to resolve these complaints

• Only address complaints that involve high-cost items

• Focus on new product development instead of resolving issues

What is a common reason why customers might complain about the personnel in a business?

• Personnel provide too much information about products.

• Personnel use high-pressure selling techniques.

• Personnel offer discounts too frequently.

• Personnel are overly friendly and informal.