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WorksheetsTerm 2_Final Revision
Total questions: 20
Worksheet time: 10mins
When do people typically make complaints?
To avoid a difficult situation
To give positive feedback on a service
To express dissatisfaction and seek a solution
When everything is going well and no changes are needed
Customer Negligence is to repair as Manufacturing Fault is to _______.
restore
recharge
rewrite
replace
Making an offer is similar to proposing, while making a counteroffer is similar to:
giving an alternative
giving an advise
Report to the police
Report the manager
To thank is to show appreciation as to encourage is to:
show regret
give motivation
express satisfaction
make a complaint
Which is the most effective approach when addressing a concern about a faulty gadget to a shop assistant?
"Hi! I bought this Macnus MN-99W headset, but I cannot recall exactly when. I want this to be replaced right now!"
"Hello! Can I return this faulty gadget, or have it replaced? I am sure it is still within the warranty period."
"Good morning! I bought this yesterday, and I found out that it is no longer working. You clearly disappointed me!"
"Good afternoon. I purchased this Macnus MN-99W headset in your store yesterday. Suddenly, I am no longer hearing any sound. I already checked the volume of my computer, and everything is fine."
As a shop assistant, how would you respond to a customer's complaint about a faulty gadget?
"I deeply apologize. However, we are unable to offer a replacement."
"I am so sorry. Unfortunately, our store cannot honor any warranties at this time."
"The item was received in good condition. Regrettably, we are unable to assist in resolving your concern."
"I apologize for any inconvenience caused. Do you have the receipt with you?"
Which statement reflects a customer expressing gratitude and politeness?
"I can't fully accept your solution yet. My gratitude will be reserved until we find the most convenient resolution."
"Your store's policy is quite unfavorable. I'd be happy to show my gratitude if you could address this promptly."
"I appreciate your expertise in resolving the issue. Everything is functioning smoothly now thanks to your effective solution."
"Thank you for resolving this issue. However, I must say that your customer service is very poor."
How would you respond and negotiate to the concern politely?
"I understand your concern, but it seems you have high expectations for our customer service."
"Thank you for bringing this issue to our attention. While it's unusual, the only resolution we can offer is for you to buy a new one."
"Your satisfaction is our priority, and we regret any dissatisfaction. Though the warranty is expired, we can offer a discounted repair service to address the issue."
"I understand this situation is disappointing for you. Unfortunately, we can't do anything about it."
Based on the situation, what solution is the customer proposing?
Full refund
Replacement with the same item
Buy a new one with 50% discount
Exchange for another item with double the warranty period
Based on the situation, what should be the most appropriate counteroffer for the shop assistant?
Full refund
Buy 1 Get 1 free
Offer a new item with 50% discount
Discounted repair cost
What problem is the customer experiencing with the gadget?
Slow performance
Fast battery drainage
Trouble connecting to the internet
Screen glitches and inability to power on
How does the shop assistant address the customer's concern?
Apologising about the issue and giving a solution
Saying that it is the customer fault
Recommending an alternative product for purchase
Ignoring the problem and redirecting the customer
Was there a negotiation between the customer and the shop assistant regarding the faulty gadget?
Yes, the shop assistant negotiated a better deal for the customer.
Yes, the customer and shop assistant participated in a negotiation process.
No, because the conversation is about making a compromise.
No, the conversation is about resolving the issue rather than negotiating terms.
Read the conversation, then fill in the gap (A) with the most suitable answer.
Can I ask what is wrong with your attitude?
Can I ask the police to get you out of here?
Can you tell me what issues you're experiencing?
Can you ask yourself what you did wrong with our product?
Read the conversation, then fill in the gap (B) with the most suitable answer.
What can be done about this?
What seems to be the problem here?
Can I speak to your manager, please?
Can you give me a credit note, please?
In the process of negotiation, it is the sacrifice made by one or both party.
Offer
Agreement
Counteroffer
Compromise
It is a decision or arrangement between two or more people.
Offer
Negotiate
Complaint
Agreement
A guarantee that a manufacturer offers to repair or replace a faulty product due to a manufacturer's defect within a window of time after purchase.
License
Warranty
Insurance
Receipt
When making a complaint and dealing with it, you should be ________________.
Patient and Polite
Aggressive and Rude
Calm and Disrespectful
Impatient and Respectful
Under what conditions can a product be replaced within the warranty period?
When the product you bought is intentionally damaged.
When the product you bought has faulty parts
When the product you bought is lost, misplaced, or stolen.
When the product you bought is repaired by an unauthorized person.
