Jennifer, a salesperson for ADA Industrial Lighting, is used to dealing with complaints. If, after listening carefully to her customer's complaint she determines some action should be taken, she gives the customer a 20 price reduction or refund. However, after conducting a customer satisfaction survey, Jennifer learned that many of her customers that complained were not happy with how Jennifer handled their complaints. In the future, Jennifer should probably:
a. offer a greater price reduction or refund.
b. listen more carefully to the customers' complaints.
c. ask the customers how they would like their complaints resolved.
d. encourage the customers to complain sooner.
e. educate the customers as to the value of the 20 discount or refund.
Question 2
Data collection should never begin until you have pre-tested the questionnaire.
a. True
b. False
Indicate whether the statement is true or false
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