A complaint is any expression of
Business Management I (3.06) 2019 LAP

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•
Business
•
9th - 12th Grade
•
Hard
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1.
FLASHCARD QUESTION
Front
Back
dissatisfaction.
2.
FLASHCARD QUESTION
Front
Which of the following is a common way for customers to express their complaints:
Directly to the CEO,
Patiently,
Verbally,
Silently
Back
Verbally
3.
FLASHCARD QUESTION
Front
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
Back
true complaint.
4.
FLASHCARD QUESTION
Front
Which of the following skills can an employee use to uncover the hidden reason for a customer’s complaint: Accounting, Questioning, Selling, Marketing?
Back
Questioning
5.
FLASHCARD QUESTION
Front
Customer complaints can affect a salesperson by
Back
causing her/him to lose commission.
6.
FLASHCARD QUESTION
Front
Which of the following is a potential cost of customer complaints: Loss of merchandise, Loss of sales, Loss of employees, Loss of tax breaks
Back
Loss of sales
7.
FLASHCARD QUESTION
Front
Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its
Back
reputation
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