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Unit 2.03 CR10: Sales I
Test Description: Handling customer complaints.
Instructions: Answer all questions to get your test result.
1) A complaint is any expression of
A
dissatisfaction.
B
sadness.
C
anger.
D
gratitude.
2) Which of the following is a common way for customers to express their complaints:
A
Patiently
B
Silently
C
Directly to the CEO
D
Verbally
3) 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
A
difficult customer.
B
hidden complaint.
C
true complaint.
D
false accusation.
4) Which of the following skills can an employee use to uncover the hidden reason for a customer’s complaint:
A
Selling
B
Accounting
C
Marketing
D
Questioning
5) Customer complaints can affect a salesperson by
A
causing her/him to lose commission.
B
making her/his day better.
C
helping her/him to earn a raise.
D
disappointing her/his friends and family.
6) Which of the following is a potential cost of customer complaints:
A
Loss of tax breaks
B
Loss of employees
C
Loss of sales
D
Loss of merchandise
7) Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its
A
employees.
B
reputation.
C
facilities.
D
licenses.
8) Spending a lot of time on customer complaints can cause a business to be
A
less efficient.
B
more profitable.
C
unpopular.
D
very successful.
9) Which of the following are the three major areas of customer complaints:
A
Poor service, inaccurate forms, and rudeness
B
Labeling, faulty design, and mispricing
C
Product, personnel, and the business
D
Improper decisions, oversight, and service
10) Which of the following situations could result in a product complaint:
A
The customer’s purchase was missing a part.
B
The transaction took a long time to complete.
C
The business did not accept personal checks.
D
The salesperson used the wrong credit form.
*select an answer for all questions
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