Unit 2.03 CR10: Sales I Question Preview (ID: 53969)


Handling Customer Complaints. TEACHERS: click here for quick copy question ID numbers.

A complaint is any expression of
a) dissatisfaction.
b) anger.
c) sadness.
d) gratitude.

Which of the following is a common way for customers to express their complaints:
a) Directly to the CEO
b) Patiently
c) Verbally
d) 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
a) true complaint.
b) false accusation.
c) difficult customer.
d) hidden complaint.

Which of the following skills can an employee use to uncover the hidden reason for a customer’s complaint:
a) Accounting
b) Questioning
c) Selling
d) Marketing

Customer complaints can affect a salesperson by
a) disappointing her/his friends and family.
b) making her/his day better.
c) helping her/him to earn a raise.
d) causing her/him to lose commission.

Which of the following is a potential cost of customer complaints:
a) Loss of merchandise
b) Loss of sales
c) Loss of employees
d) Loss of tax breaks

Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its
a) employees.
b) facilities.
c) reputation.
d) licenses.

Spending a lot of time on customer complaints can cause a business to be
a) unpopular.
b) very successful.
c) more profitable.
d) less efficient.

Which of the following are the three major areas of customer complaints:
a) Labeling, faulty design, and mispricing
b) Poor service, inaccurate forms, and rudeness
c) Product, personnel, and the business
d) Improper decisions, oversight, and service

Which of the following situations could result in a product complaint:
a) The business did not accept personal checks.
b) The customer’s purchase was missing a part.
c) The salesperson used the wrong credit form.
d) The transaction took a long time to complete.

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