BM I Unit 3.06

A complaint is any expression of

• dissatisfaction.

• anger.

• sadness.

• gratitude.

Which of the following is a common way for customers to express their complaints:

• Directly to the CEO

• Patiently

• Verbally

• Silently

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.

• false accusation.

• difficult customer.

• hidden complaint.

Which of the following skills can an employee use to uncover the hidden reason for a customer’s complaint:

• Accounting

• Questioning

• Selling

• Marketing

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.

Which of the following is a potential cost of customer complaints:

• Loss of merchandise

• Loss of sales

• Loss of employees

• Loss of tax breaks

Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its

• employees.

• facilities.

• reputation.

• licenses.

Spending a lot of time on customer complaints can cause a business to be

• unpopular.

• very successful.

• more profitable.

• less efficient.

Which of the following are the three major areas of customer complaints:

• Labeling, faulty design, and mispricing

• Poor service, inaccurate forms, and rudeness

• Product, personnel, and the business

• Improper decisions, oversight, and service

Which of the following situations could result in a product complaint:

• The business did not accept personal checks.

• The customer’s purchase was missing a part.

• The salesperson used the wrong credit form.

• The transaction took a long time to complete.