Quiz-3

Quiz-3:

1. What is the maximum amount of time you have with a complainer to begin offering solutions to their complaint. _________________

2. What do you believe is the most important of the four step complaint-resolution process and why?

3. To establish a position for mutual discussion, if your customer stands you should be seated to show interest in your customer’s problem. (T/F)

4. An angry person is more likely to tell you symptoms than the real problems. (T/F)

5. You should always listen attentively to your customer and never ask them to further explain what they mean. (T/F)

6. Taking action after hearing the complaint will solve two purposes: first, it will determine the validity of the facts; and second, ______________________________

7. After you have agreed on what action to take, you should repeat it back to your customer and ask your customer if it is agreeable. (T/F)

8. When you believe the problem has been solved, it is logical to assume that your customer also agrees. (T/F)

Quiz-3 Answers:

1.4 minutes

2.Getting on the same wave length with your customer to begin a meaningful dialog

3.False

4.True

5.False

6.Pacify the customer

7.True

8.False