Customer Complaint Handling Quiz! Trivia Test

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| By Dolores.pope

Dolores.pope, Business management

Dolores, a proficient Business Management System Manager, excels in overseeing and optimizing business processes, ensuring efficiency and effectiveness for organizational success.

Quizzes Created: 12 | Total Attempts: 3,272

Questions: 13 | Attempts: 342 | Updated: Apr 21, 2023

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Questions and Answers

1.

The Marketing Officer and/or VP Technical review the CUSTOMER COMPLAINTS DATABASE monthly, for any recurring problems.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The given statement suggests that the Marketing Officer and/or VP Technical regularly review the Customer Complaints Database on a monthly basis. This implies that they are actively monitoring and addressing any recurring issues or problems raised by customers. Therefore, the statement is true as it highlights the proactive approach taken by these individuals to address customer complaints and improve the overall customer experience.

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2.

The Customer Complaints database is located on the website - www.________.com

Correct Answer
smartsheet
SMARTSHEET
Smartsheet
smartsheet
SMART SHEET
Smart Sheet
smart sheet

Explanation
The correct answer is "smartsheet, SMARTSHEET, Smartsheet, smartsheet, SMART SHEET, Smart Sheet, smart sheet". The question is asking for the correct spelling of the website where the Customer Complaints database is located. The website is www.smartsheet.com, and the answer options provided are different variations of the correct spelling.

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4
3.

Record results of investigations in the __________________ section of the customer complaint database.

Correct Answer
Findings
findings
FINDINGS

Explanation
The correct answer is "Findings, findings, FINDINGS." The question is asking where to record the results of investigations in the customer complaint database. The word "findings" is repeated three times, suggesting that it should be entered in the "Findings" section of the database. The use of different capitalizations ("Findings, findings, FINDINGS") may indicate that it doesn't matter if the entries are in uppercase or lowercase.

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4
4.

Charge the compensation given to the customer to either the warranty account or the _______ account.

Correct Answer
remedial
REMEDIAL
Remedial

Explanation
The correct answer is "remedial". When charging the compensation given to the customer, it can be recorded in either the warranty account or the remedial account.

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4
5.

The Assignee/Investigator initiates a Corrective Action Request or Preventive Action Request if necessary.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The assignee or investigator is responsible for identifying and addressing any issues or potential issues that may arise. If they determine that a corrective action or preventive action is necessary to resolve the problem or prevent it from occurring in the future, they will initiate a request for such action. This ensures that any problems are addressed promptly and effectively, leading to improved processes and outcomes.

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6.

The Sales Manager re-assigns the issue if more action is necessary.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The statement is true because if the Sales Manager determines that more action is required to resolve the issue, they will re-assign it to someone else who is better equipped to handle it. This ensures that the necessary steps are taken to address the problem effectively and efficiently.

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7.

The Sales Manager informs the _______ upon completion/resolution/closure of complaint.
- A.
  
  Initiator
- B.
  
  Customer Sevice Representative
- C.
  
  Sales Representative
- D.
  
  A and B
- E.
  
  A, B and C
Correct Answer
E. A, B and C

Explanation
The Sales Manager informs the Initiator, Customer Service Representative, and Sales Representative upon completion/resolution/closure of complaint. This means that all three parties involved in the complaint process are notified by the Sales Manager once the complaint has been addressed and resolved.

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8.

The BMS Manager assigns complaint with a __________ number.

Correct Answer
LOG
Log
log

Explanation
The BMS Manager assigns a complaint with a LOG number. This suggests that the manager uses the term "LOG" to refer to the unique identification number given to each complaint. The variations "Log" and "log" are also acceptable as they may be alternate ways of representing the term.

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4
9.

The BMS Manager reviews database _______________ and send out notifications on outstanding issues.
- A.
  
  Daily
- B.
  
  Weekly
- C.
  
  Monthly
- D.
  
  Annually
Correct Answer
A. Daily

Explanation
The BMS Manager reviews database daily in order to stay updated on any outstanding issues. This allows them to promptly address any problems and ensure smooth operations. By reviewing the database on a daily basis, the manager can quickly identify and resolve any issues before they escalate or cause further complications. Regular monitoring and timely notifications help maintain the efficiency and effectiveness of the BMS system.

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10.

As an employee, you should not attempt to resolve the complaint.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
As an employee, it is important to address and resolve complaints from customers or colleagues. Ignoring or avoiding complaints can lead to further dissatisfaction and potential harm to the relationship with the complainant. Resolving complaints shows professionalism, empathy, and a commitment to providing excellent customer service. Therefore, the statement that employees should not attempt to resolve complaints is false.

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11.

What should be described regarding the customer and situation on the customer complaint form?
- A.
  
  Date
- B.
  
  Customer Name
- C.
  
  Brief description of the problem/reason for the contact
- D.
  
  Product description
- E.
  
  All of the above
Correct Answer
E. All of the above

Explanation
All of the above options should be described regarding the customer and situation on the customer complaint form. The date is important to track when the complaint was made. The customer's name is necessary to identify who made the complaint. A brief description of the problem or reason for the contact helps to understand the issue. Including the product description provides details about the specific item involved in the complaint.

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12.

Log complaint using the ___________ Customer Complaint form.

Correct Answer
SMARTSHEET
Smartsheet
smartsheet
Smart Sheet
smart sheet
SMART SHEET

Explanation
The correct answer is SMARTSHEET, Smartsheet, smartsheet, Smart Sheet, smart sheet, SMART SHEET.

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4
13.

Who is responsible for closing the log?
- A.
  
  BMS Manager
- B.
  
  Sales Manager
- C.
  
  Sales Representative
- D.
  
  Initiator
Correct Answer
B. Sales Manager

Explanation
The Sales Manager is responsible for closing the log. This role typically involves overseeing the sales team and ensuring that all sales activities are completed successfully. Closing the log refers to finalizing and completing the necessary documentation or record-keeping related to sales transactions. This responsibility falls under the purview of the Sales Manager, as they are responsible for managing and supervising the sales process from start to finish.

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Current Version
Apr 21, 2023

Quiz Edited by
ProProfs Editorial Team
Nov 27, 2012

Quiz Created by
Dolores.pope

Customer Complaint Handling Quiz! Trivia Test

The Marketing Officer and/or VP Technical review the CUSTOMER COMPLAINTS DATABASE monthly, for any recurring problems.

The Customer Complaints database is located on the website - www.________.com

Record results of investigations in the __________________ section of the customer complaint database.

Charge the compensation given to the customer to either the warranty account or the _______ account.

The Assignee/Investigator initiates a Corrective Action Request or Preventive Action Request if necessary.

The Sales Manager re-assigns the issue if more action is necessary.

The Sales Manager informs the _______ upon completion/resolution/closure of complaint.

The BMS Manager assigns complaint with a __________ number.

The BMS Manager reviews database _______________ and send out notifications on outstanding issues.

As an employee, you should not attempt to resolve the complaint.

What should be described regarding the customer and situation on the customer complaint form?

Log complaint using the ___________ Customer Complaint form.

Who is responsible for closing the log?