les réclamations
Authored by cherhrazade souidi
Business
Professional Development
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9 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Pour qualifier une réclamation, il faut connaître l’origine et le motif de la réclamation.
vrai
faux
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Une réclamation fondée porte forcément sur une erreur de l’enseigne ou sur un dysfonctionnement du produit.
vrai
faux
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Si la panne provient d’une mauvaise utilisation du produit, la réclamation est fondée et la procédure de traitement peut être engagée.
vrai
faux
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Lors du traitement d’une réclamation, il n’est pas utile d’adapter son attitude au profil du client.
vrai
faux
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
L’écoute active et l’empathie s’appliquent exclusivement aux situations conflictuelles.
vrai
faux
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Un client mécontent peut rester fidèle
vrai
faux
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Le retard de livraison n'est pas une cause d'insatisfaction
vrai
faux
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