Question

Ali is the service representative for a company selling skincare 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.

Option 1: Assertive
Option 2: Passive
Option 3: Passive-Aggressive
Option 4: Aggressive

Answer 1

In dealing with an aggressive customer, Ali should remain calm, acknowledge the customer's concerns, and offer clear explanations and solutions in a professional manner. His response should be assertive yet respectful to de-escalate the tension. The correct answer is option: Option 4: Aggressive

Step-by-step explanation:

Ali should tailor his response for addressing a customer with an aggressive style of behavior. In dealing with customers who are forceful and autocratic, it is crucial for a service representative to remain calm, professional, and to listen actively. Ali's approach should involve acknowledging the customer's concerns, providing clear explanations about the products, and offering reasonable solutions while maintaining a polite and respectful demeanor.

It's important for Ali to not be passive, as this may further frustrate the client, nor should he respond with aggression, which could escalate the situation. Instead, asserting control over the conversation in a diplomatic manner is key to de-escalating the tension and finding a resolution.