When Handling Customer Complaints, Why Is It Important to Ask

question 64

Multiple Choice

When handling customer complaints, why is it important to ask the buyer how he or she would like to have the issue resolved?

• A) Asking the buyer enhances commitment and helps the salesperson to avoid proposing a solution that is either insufficient or overcompensates for the problem.
• B) The salesperson avoids proposing a solution that will not make the customer happy.
• C) It helps the customer feel like his or her complaints are being taken seriously.
• D) Making an apology sound sincere is easier if the customer feels that he or she is being listened to.

---

Definitions:

Sympathetic Division

A part of the autonomic nervous system that activates the body's fight or flight response during stressful or emergency situations.

Electrical Activity

The movement of electrical charges or signals through neurons in the brain and throughout the body, foundational for neural communication.

Brain

The complex central organ of the nervous system, responsible for thought, memory, emotion, touch, motor skills, vision, breathing, temperature, hunger, and every process that regulates our body.

Pituitary

A small, pea-sized gland located at the base of the brain, often termed the "master gland" because it controls various hormone glands in the body.