CR-010 Posttest quizlet Business Management

Which of the following is a true statement regarding customer complaints

Customer complaints can benefit employees and businesses.

Which of the following is a reason a customer might complain about a business

Difficulty reaching someone who can help

Which of the following is a true statement about company policy

Employees don't necessarily make policies, but they need to follow them.

Which of the following is a potential cost of customer complaints

Loss of sales

Which of the following are the three major areas of customer complaints

Product, personnel, and the business

Which of the following situations would result in a product complaint

The customer's purchase was missing a part.

Customer complaints can affect a salesperson by

causing her/him to lose commission.

Handling customer complaints appropriately can create

customer goodwill

A complaint is any expression of

dissatisfaction

Which of the following is a common source of product complaints

improper labeling

After restating a customer's complaint, the employee should

investigate the problem

Spending a lot of time on customer complaints can cause a business to be

less efficient

The first step in handling customer complaints is

listening to the customer

Sometimes, "false" product complaints can occur when a customer

makes the wrong buying decision

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

A general rule that employees should follow is called a

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

procedure

Which of the following skills can an employee use to uncover the hidden reason for a customer's complaint

questioning

Negative "word of mouth" advertising due to unresolved customer complaints can cost a business its

reputation

Which of the following is a common source of complaints about personnel

rudeness

The last step in handling a customer complaint appropriately is

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.

A customer tries to pay with a 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 business

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

Which of the following is a common way for customers to express their complaints

verbally