Final answer:
When a customer asks for an exception to warranty policy, the best action is to explain the policy and suggest alternatives, such as service contracts, to facilitate understanding and potentially meet the customer's needs within the company's guidelines.
Step-by-step explanation:
When faced with a customer asking to make an exception to the company policy on warranties, the appropriate response would typically be Option 2: Explain the policy and suggest alternatives. This approach allows the customer service representative to maintain the integrity of the company's policies while still showing the customer that their request is being taken seriously. The customer can be reassured by a clear explanation of the warranty terms and, if appropriate, by being informed about any available service contracts that may provide the additional coverage they are seeking.
Sellers often provide warranties, service contracts, and sometimes explicit or implicit guarantees to offer reassurance to buyers, especially when there is imperfect information. For instance, a service contract might be an additional purchase, but it extends the period during which the seller agrees to fix any issues, which might be particularly appealing for large investments such as cars or appliances.