Question

Mrs. Jackson arrives at a hardware store where Troy works.

Troy smiles and says, "Hi, Mrs. Jackson. What can I do for you?
Mrs. Jackson responds, "Hi. I need to figure out what to buy to repair my sink faucet." Troy makes eye contact, points, and says, "Your sink, eh? That's plumbing. I don't know anything about that, but you can look over on aisle 11."
Mrs. Jackson becomes very angry and walks toward the plumbing section in a huff. How can Troy prevent this problem in the future?
a.learn about the store's products
b.personally greet the customer
c.repeat the problem to be sure he understands
d.pay attention to his body language

Answer 1

Troy can improve his customer service by learning about the store's products, repeating the customer's problem to ensure understanding, and paying attention to his body language for a positive interaction. Correct options are a), c) and d)

Step-by-step explanation:

To prevent the problem in the future, Troy could take a combination of actions to enhance the customer service experience at the hardware store. Firstly, he should learn about the store's products so that he can provide knowledgeable assistance rather than just directing customers to an aisle. Additionally, it would be beneficial for him to repeat the problem to ensure he understands the customer's needs, showing attentiveness and that he is actively engaging with the customer's issue. Lastly, Troy should be aware of and refine his body language to convey a helpful and positive attitude.