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WorksheetsBusiness Management I (3.06) 2019 LAP
Total questions: 25
Worksheet time: 25mins
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.
A customer complained about the new toaster she had purchased because, even on the lowest setting, it burned the toast. This kind of complaint is caused by the
wholesaler
retailer
salesperson
manufacturer
Which of the following is a common source of product complaints:
Adherence to policies
Hidden costs
Improper labeling
Unsatisfactory service
Sometimes, “false” product complaints can occur when a customer
is charged the wrong price for a product.
purchases a damaged product.
has a personal problem with the employee.
makes the wrong buying decision.
Which of the following is a common source of complaints about personnel:
Rudeness
Creation of policies
Hidden costs
Faulty design
A customer tries to pay with credit card, but the employee tells him, “I’m sorry, sir. We only accept cash.” This situation is likely to generate a complaint about
a product.
credit cards.
the business.
the employee.
Which of the following is a reason a customer might complain about a business:
Use of high-pressure selling techniques
Improperly labeled product
Difficulty reaching someone who can help
Product unable to meet her/his needs
Which of the following is a true statement regarding customer complaints:
The reasons for customer complaints are usually hidden.
Almost all customer complaints involve the product.
The best companies do not receive customer complaints.
Customer complaints can benefit employees and businesses.
Handling customer complaints appropriately can create
customer goodwill.
negative online reviews.
tensions among employees.
more business competition.
A general rule that employees should follow is called a
regulation
law
policy
procedure
Gloria, an employee at a party-supply store, has encountered an unhappy customer. She has a step-by-step process she’ll follow to deal with the situation. This process is known as a
program
formula
policy
procedure
The first step in handling customer complaints is
taking action.
restating the complaint.
thanking the customer.
listening to the customer.
Employees often find that it is difficult for complaining customers to remain angry when they
thank the customer for pointing out the problem.
tell them to calm down.
argue back with valid points.
immediately call for a manager.
After restating a customer’s complaint, the employee should
take action.
investigate the problem.
listen to the customer.
thank the customer for the complaint.
Which of the following is a true statement about company policy:
Company policies change frequently.
Employees don’t necessarily make policies, but they need to follow them.
Company policy is primarily focused on profitability.
Not every company needs policies.
The last step in handling a customer complaint appropriately is
escorting the customer to the door.
completing paperwork.
taking action.
getting your manager.
