Final answer:
The 'MA'AM' technique in customer service refers to actions taken when a customer attempts to purchase alcohol but may not be legally permitted. Steps include moving alcohol out of reach, maintaining professionalism, asserting the law, and moving on to the next customer.
Step-by-step explanation:
The question pertains to the proper steps of a customer service technique often referred to by the mnemonic 'MA'AM' in situations where a customer is attempting to purchase alcohol but may not legally be permitted to do so. Although the question includes an acronym that implies a structured approach, the solution provided in the reference material does not correspond directly to the acronym 'MA'AM'. Instead, the solution advises on general professional behavior.
However, based on the context, one could interpret the 'MA'AM' steps as follows:
- Move the alcohol/product out of reach of the customer to prevent any further temptation or accidental sales.
- Maintain a proper attitude; stay cool, calm, and professional, ensuring that other customers see that you are acting professionally in your actions and discussions.
- Assert the law by informing the customer of the specific state laws that prohibit serving alcohol to individuals under certain conditions.
- Move on to the next customer to clearly signal to the person attempting to purchase alcohol that it is time for them to move along, effectively ending the debate.
These steps emphasize the importance of respect, professionalism, and adherence to legal restrictions, all crucial when dealing with sensitive retail situations involving alcohol sales.