Quick Quiz Answers to Question 1

Small Business Quick Quiz

Question #10

Most dissatisfied customers stop buying because of...

a. high prices
b. poor service

c. rude staff

d. management indifference

e. lack of information

f. shoddy products

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The Short Answers #10

The answers to the questions are listed here in short form. For more complete discussion of the issues raised, visit the linked resources. Better still, subscribe to Small Business Pro. newsletter and bizzbuzz discussion list.

10a. Only if you’ve allowed price to be the issue — or, worse still,made price the issue! Price is only an issue when ALL other aspects of the sale are equal. They are NEVER equal, even if you sell an identical product from the same supplier as your competitor. The product you buy is not the product you sell — unless you lack any imagination at all.

10b. Yes, they’ll leave for this reason. But it’s not the reason why most dissatisfied customers leave.

10c. Rude staff don’t help, naturally. But this isn’t the main reason.

10d. This is it — the main reason they leave. Not only do they become disenchanted after chasing their complaint all the way up the ladder to you, but management indifference really lies at the heart of all the other options, if you think about it.

10e. Part of the problem — but only part. See 10d.

10f. Part of the problem — but only part. See 10d.

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