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WorksheetsRighting Wrongs LAP Test
Total questions: 25
Worksheet time: 13mins
A complaint is any expression of
gratitude.
dissatifaction
anger.
sadness.
Which of the following is a common way for customers to express their complaints:
Patiently
Directly to the CEO
Silently
Verbally
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
Marketing
Selling
Questioning
Customer complaints can affect a salesperson by
helping her/him to earn a raise.
disappointing her/his friends and family.
causing her/him to lose commission.
making her/his day better.
Which of the following is a potential cost of customer complaints:
Loss of tax breaks
Loss of sales
Loss of employees
Loss of merchandise
Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its
employees.
reputation.
facilities.
licenses.
Spending a lot of time on customer complaints can cause a business to be
unpopular.
more profitable.
less efficient.
very successful.
Which of the following are the three major areas of customer complaints:
Improper decisions, oversight, and service
Labeling, faulty design, and mispricing
Product, personnel, and the business
Poor service, inaccurate forms, and rudeness
Which of the following situations could result in a product complaint:
The business did not accept personal checks.
The salesperson used the wrong credit form.
The customer’s purchase was missing a part.
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
salesperson.
retailer.
manufacturer.
wholesaler.
Which of the following is a common source of product complaints:
Hidden costs
Unsatisfactory service
Improper labeling
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:
Creation of policies
Rudeness
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
the employee.
a product.
the business.
credit cards.
Which of the following is a reason a customer might complain about a business:
Product unable to meet her/his needs
Improperly labeled product
Difficulty reaching someone who can help
Use of high-pressure selling techniques
Which of the following is a true statement regarding customer complaints:
Customer complaints can benefit employees and businesses.
Almost all customer complaints involve the product.
The best companies do not receive customer complaints.
The reasons for customer complaints are usually hidden.
Handling customer complaints appropriately can create
tensions among employees.
more business competition.
customer goodwill.
negative online reviews.
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.
procedure.
program.
formula.
The first step in handling customer complaints is
restating the complaint.
thanking the customer.
listening to the customer.
taking action.
Employees often find that it is difficult for complaining customers to remain angry when they
thank the customer for pointing out the problem.
immediately call for a manager.
tell them to calm down.
argue back with valid points.
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
completing paperwork.
getting your manager.
taking action.
escorting the customer to the door.
