1. Sports and Entertainment Marketing 1
Objective 1.08

2. A good way for salespersons to prevent customer complaints is by:
A. accurately determining each customer's needs
B. show customers high-priced products
C. pressuring customers to buy quality products
D. asking the customer a lot of personal questions

3. A. accurately determining each customer's needs

4. The hostess received Mrs
The hostess received Mrs. Jones's reservation request for eight people very pleasantly, but she also stated, "The restaurant will only provide one check for parties of eight or more." Mrs. Jones was dissatisfied with this answer. The major area of this customer's complaint concerns the restaurant‘s:
prices
B. policy
C. product
D. personnel

5. B. policy

6. What should you do to determine whether a customer's complaint is justified?
A. ask a supervisor
B. restate the complaint
C. take immediate action
D. investigate the problem

7. D. investigate the problem

8. A. solutions available within the business's policies
The action taken by the salesperson in handling customer complaints should be based on the
A. solutions available within the business's policies
B. customer's attitude toward the salesperson
C. amount of time required to solve the problem
D. salesperson's opinion of the customer

9. A. solutions available within the business's policies

10. Making the customer feel important and in charge is a good way to handle which type of difficult customer?
A. domineering/superior
B. disagreeable
C. slow/methodical
D. suspicious

11. A. domineering/superior

12. "I'd like to have that in writing before I give you my money," best describes the ________ customer.
A. dishonest
B. suspicious
C. disagreeable
D. slow/methodical

13. B. suspicious

14. "I think I'll wait until Saturday to buy this DVD," is a statement that best characterizes the _______ customer.
A. disagreeable
B. domineering/superior
C. dishonest
D. slow/methodical

15. D. slow/methodical

16. Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.
A. argumentative
B. domineering
C. insulting
D. dishonest

17. A. argumentative