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Worksheets2.03 Right Wrong LAP
Total questions: 25
Worksheet time: 13mins
A complaint is any expression of
gratitude.
dissatisfaction.
anger.
sadness.
Which of the following is a common way for customers to express their complaints:
Verbally
Patiently
Directly to the CEO
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.
hidden complaint.
difficult customer.
false accusation.
Which of the following skills can an employee use to uncover the hidden reason for a customer’s complaint:
Accounting
Marketing
Questioning
Selling
Customer complaints can affect a salesperson by
disappointing her/his friends and family.
causing her/him to lose commission.
helping her/him to earn a raise.
making her/his day better.
Which of the following is a potential cost of customer complaints:
Loss of employees
Loss of tax breaks
Loss of merchandise
Loss of sales
Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its
facilities.
employees.
reputation.
licenses.
Spending a lot of time on customer complaints can cause a business to be
more profitable.
less efficient.
unpopular.
very successful.
Which of the following are the three major areas of customer complaints:
Labeling, faulty design, and mispricing
Improper decisions, oversight, and service
Product, personnel, and the business
Poor service, inaccurate forms, and rudeness
Which of the following situations could result in a product complaint:
The transaction took a long time to complete.
The business did not accept personal checks.
The customer’s purchase was missing a part.
The salesperson used the wrong credit form.
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
manufacturer.
salesperson.
retailer.
wholesaler.
Which of the following is a common source of product complaints:
Hidden costs
Improper labeling
Unsatisfactory service
Adherence to policies
Sometimes, “false” product complaints can occur when a customer
is charged the wrong price for a product.
makes the wrong buying decision.
has a personal problem with the employee.
purchases a damaged product.
Which of the following is a common source of complaints about personnel:
Faulty design
Creation of policies
Hidden costs
Rudeness
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
the employee.
credit cards.
the business.
a product.
Which of the following is a reason a customer might complain about a business:
Difficulty reaching someone who can help
Use of high-pressure selling techniques
Product unable to meet her/his needs
Improperly labeled product
Which of the following is a true statement regarding customer complaints:
The reasons for customer complaints are usually hidden.
Customer complaints can benefit employees and businesses.
The best companies do not receive customer complaints.
Almost all customer complaints involve the product.
Handling customer complaints appropriately can create
more business competition.
tensions among employees.
negative online reviews.
customer goodwill.
A general rule that employees should follow is called a
procedure.
law.
regulation.
policy.
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
policy.
formula.
procedure.
program.
The first step in handling customer complaints is
listening to the customer.
taking action.
restating the complaint.
thanking the customer.
Employees often find that it is difficult for complaining customers to remain angry when they
argue back with valid points.
tell them to calm down.
immediately call for a manager.
thank the customer for pointing out the problem.
After restating a customer’s complaint, the employee should
thank the customer for the complaint.
listen to the customer.
take action.
investigate the problem.
Which of the following is a true statement about company policy:
Employees don’t necessarily make policies, but they need to follow them.
Not every company needs policies.
Company policies change frequently.
Company policy is primarily focused on profitability.
The last step in handling a customer complaint appropriately is
escorting the customer to the door.
getting your manager.
completing paperwork.
taking action.
