Which of the Following Statements Is NOT a Guideline to Use

question 57

Multiple Choice

Which of the following statements is NOT a guideline to use when determining the facts about a customer complaint?

• A) It is easy to be influenced by a customer who is honestly and sincerely making a claim for an adjustment.
• B) An inexperienced salesperson might forget that many customers make their case for a claim as strong as possible.
• C) Whenever possible, the salesperson should examine, in the presence of the customer, the article or product claimed to be defective.
• D) Experienced salespeople soon learn that products may appear defective when actually nothing is wrong with them.
• E) Starting an inquiry into the nature of a complaint is an effective way to postpone action to resolve a complaint.