WorksheetsCustomer Complaints - Lesson 3.06
Total questions: 13
Worksheet time: 7mins
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(n)
True Complaint
False Accusation
Difficult Customer
Hidden complaint
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 common source of complaints about personnel
Rudeness
Creation of policies
Hidden costs
Faulty design
Which of the following is a common source of product complaints:
Adherence to policies
Hidden costs
Improper labeling
Unsatisfactory 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.
Spending a lot of time on customer complaints can cause a business to be
unpopular.
very successful.
more profitable.
less efficient.
A customer tries to pay with a 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 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
A general rule that employees should follow is called a
regulation
law
policy
procedure
Handling customer complaints appropriately can create
customer goodwill
negative online reviews
tensions among employees
more business competition
The first step in handling customer complaints is
taking action
restating the complaint
thanking the customer
listening to the customer
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.
