Essential
What costs are associated with customer complaints?
Loss of sales,reputation,time and profit
What does the word Goodwill mean?
a kindly feeling of approval and support
If an irate customer yells because of a billing error, what should one do to
demonstrate a customer-service mindset?
A. ensure the error is corrected
B. blame the billing department
C. become as upset as the customer
D. complain about the customer’s attitude.
A. Ensure the error is corrected
An important aspect of using technology in customer relationship
management involves:
A. providing customers with product information.
B. posting customer information on the business’s website.
C. updating customer information in the computer database.
D. allowing employees to have complete access to customer information.
C. updating customer information in the computer database.
What's the first step in handling a customer?
Listen
What are the reasons for customer complaints?
Damaged or spoiled,Defective,Mispriced,Wrong size/color, Unable to meet customer needs, Faulty design,poor quality,improper labeled,improper buying decision.
What does the word Procedure mean?
a particular way of accomplishing something or of acting
Which are the three major areas of customer complaints?
A. product, personnel, and the business
B. labeling, faulty design, and mispricing
C. improper decisions, oversight, and service
D. poor service, inaccurate forms, and rudeness
A. Product,personnel and the business
What should you do to eliminate any misunderstanding that may
have concerning a customer's complaint?
A. thank the customer
B. restate the complaint
C. take immediate action
D. explain company policy
B. Restate the complaint
What's the second step in handling a customer?
Thank the customer for bringing the problem to your attention.
What are the benefits of customer complaints?
Goodwill,increased sales,increased employee confidence,more accurate product and marketing
What does the word Reputation mean?
a widespread belief that someone or something has a particular habit or characteristic.
“I buy only the most expensive brands” is a statement that characterizes
which type of customer?
A. disagreeable
B. methodical
C. superior
D. suspicious
C. Superior
Noncomplainers may be unhappy with a purchase but fail to communicate
their displeasure. For businesses, are noncomplainers a more difficult
problem than complainers?
A. No, noncomplainers fail to express ill feelings.
B. Yes, noncomplainers take longer to get their message across.
C. No, a salesperson can satisfy noncomplainers within company guidelines.
D. Yes, a salesperson lacks the opportunity to resolve the issue for noncomplainers.
D. Yes, a salesperson lacks the opportunity to resolve the issue for noncomplainers.
What's the third step in handling a customer?
Restate the complaint.
Why is it important to appropriately handle customer complaints?
It drives customer loyalty
What is the difference between policy and procedure?
A policy is a set of ideas or plans that is used as a basis for making decisions, especially in politics, economics, or business A procedure is a description of the operational processes necessary to implement policy
Which type of customer relationship management software would be
most appropriate for a company that is looking for a more efficient way
to track leads, prospects, and customers?
A. personalization technology
B. matching engine technology
C. campaign prediction software
D. sales force automation technology
C. Campaign prediction software
The first step in handling customer complaints is to:
A. tell the customer to be brief.
B. call the manager for assistance.
C. let the customer explain the problem.
D. ask the customer to submit a written grievance.
C. let the customer explain the problem.
What's the fourth step in handling a customer?
Investigate the problem.
What is a complaint?
Pieces of negative feedback about a company's product, service, or support experience
What does the world commission mean?
a sum of money paid to a salesperson for every sale that he or she makes
Which would most likely be the cause of customer complaints?
A. product quality
B. extended hours
C. price reductions
D. institutional ads
A. Product quality
Emphasizing customer service can help a business be:
A. competitive.
B. innovative.
C. objective.
D. possessive.
A. Competitive
What are the procedures for handling customer complaints?
Listen to the complaint.
Thank the customer for bringing the matter to your attention
Record details of the complaint
Get all the facts
Discuss options for fixing the problem
Act quickly
Keep your promises
Follow up