Question

Customer wants a product they saw in the store last week with a price that was marked down. You discover the item is no longer in the store, and most likely has been sold. You apologize, but they seem disappointed. What would you be most and least likely to do?

1) Offer them a similar product at a discounted price
2) Apologize again and offer them a store credit
3) Suggest they check online for the product
4) Tell them there's nothing you can do

Answer 1

A seller can reassure customers facing imperfect information by offering a money-back guarantee and leveraging a reputation for quality. Proactive solutions such as offering alternatives or assistance can help maintain customer satisfaction.

Step-by-step explanation:

When a customer is disappointed due to the unavailability of a product they previously saw marked down, a seller can utilize various reassurance strategies to address the imperfect information and maintain customer satisfaction. One effective method is offering a money-back guarantee, which serves as a commitment to quality and gives customers confidence to purchase despite uncertainty. For instance, a company like L.L. Bean, which primarily conducts sales through mail, telephone, and its website, relies heavily on its reputation for quality and such guarantees to succeed in a market where customers cannot physically inspect products before buying.

To address the student's scenario, the most likely approaches would include:

1. Offering a similar product at a discounted price
2. Apologizing again and offering store credit
3. Suggesting they check online for the product

The least likely approach would be to tell the customer there's nothing you can do, as this does not enhance customer satisfaction or align with good business practices. Instead, proactive measures and alternatives provide a better customer experience and potentially save the sale.