Question

Ali is the service representative for a company selling skin care products. He meets a client who has complaints about certain products. The client talks in a forceful tone and uses autocratic gestures. She questions Ali in an abrupt and challenging manner. Hence, Ali should tailor his response for addressing a customer with a(n) _____ style of behavior.

Answer 1

Ali should tailor his response to address a customer with an authoritarian style of behavior.

Step-by-step explanation:

Ali should address the customer with a tailored approach that is respectful and well-informed, suitable for handling an authoritarian behavior style. This style is characterized by a forceful, commanding, and challenging tone, similar to the client mentioned. In an authoritarian style, the focus is on control, obedience, and conformity, with little regard for collaborative dialogue.

Ali's approach should be respectful and professional, acknowledging the client's concerns while providing clear, factual information about the products. He should be direct and confident in his responses, avoiding unnecessary confrontation but not yielding to aggressive behavior.

It's important to remain composed and not to take the behavior personally, as this approach is likely a reflection of their communication strategy rather than personal sentiment. By remaining calm and collected, Ali can de-escalate the situation and guide the conversation towards a resolution that satisfies the customer and maintains the company's integrity.