Mathew Has Called the Customer Service Department of One of His

question 48

Multiple Choice

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:​

• A)​not have resolved the issue until he or she had the whole story.
• B)have been more empathetic to Mathew's situation.​
• C)have asked Mathew more questions.
• D)have agreed to Mathew's demands at the start of the conversation.​
• E)have asked Mathew to speak to his supervisor.​

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Definitions:

Indirect Denial

A method of responding to customer objections by addressing concerns without directly contradicting or negating the customer’s statement.

Plastic Molds

Custom-designed tools used in manufacturing to shape plastic materials into specific forms and dimensions.

Salesperson

A professional responsible for selling products or services to customers, often involving direct interaction or negotiation.

Professional Salesperson

An individual specialized in persuading or influencing others to purchase goods or services in exchange for money.