Unit 7 Review
Quiz by MA. Kharel Sombilon Franco
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- Q1
Which of the following best describes a complaint?
A statement that a situation is unsatisfactory or unacceptable
A positive remark about a situation
A neutral observation about a circumstance
An expression of satisfaction
20s - Q2
In which of the following scenarios would a complaint be valid?
Sunny weather on a picnic day
Faulty product
Learning a new skill at school
Winning a prize in a contest
20s - Q3
What situations are suitable for expressing valid complaints?
Ideal weather for outdoor activities
Excellent customer service
Perfectly functioning products
Unfair treatment at school
20s - Q4
What kind of complaints are not really important, just about small likes and dislikes?
Complaining about petty personal preferences
Complaining when you feel uncomfortable in shared spaces
Complaining about things taking a bit longer than expected
Complaining about having too much work to do
20s - Q5
When is it not okay to complain, understanding that some things just naturally take more time?
When you don't like the choices others make
When there's a delay that couldn't be avoided
When there's a lot of work to do
When feeling uncomfortable in shared spaces
20s - Q6
When making a complaint and dealing with it, you should be ________________.
Calm and Disrespectful
Patient and Polite
Aggressive and Rude
Impatient and Respectful
20s - Q7
This happens when a customer isn't careful with a product and ends up causing damage or issues with it.
Manufacturing Defect
Manufacturing Fault
Customer's Negligence
Customer's Rights
20s - Q8
This usually happens when a mistake occurs during manufacturing that wasn't meant to happen according to the manufacturer's plans.
Manufacturing Fault
Manufacturing Rights
Customer's Defect
Customer's Negligence
20s - Q9
A form of guarantee that a manufacturer offers to repair or replace a faulty product within a specific time window after purchase.
Software issues
Warranty
Malfunctions
Accidental damage
20s - Q10
In the negotiation process, it is the first proposal made by one party to another.
Compromise
Agreement
Counteroffer
Offer
20s - Q11
In the negotiation process, it is an offer made by the second party.
Agreement
Compromise
Counteroffer
Offer
20s - Q12
In the negotiation process, it is a sacrifice made by one or both party.
Compromise
Offer
Agreement
Counteroffer
20s - Q13
In the negotiation process, it is a point where both parties agree.
Agreement
Offer
Counteroffer
Compromise
20s - Q14
Under what conditions can a product be replaced within the warranty period?
When the product you bought is lost, misplaced, or stolen.
When the product you bought is intentionally damaged.
When the product you bought has defective components.
When the product you bought is repaired by an unauthorized person.
20s - Q15
Which of the following is a key phrase for reaching an agreement?
Can I speak to your manager, please?
Shall we agree on...?
Can you repair it?
Can I have a refund, please?
20s