Question

A customer wants to have a business luncheon catered and complains loudly that the prices are too high. The customer says that the same menu is available for a lower price at the caterer across the street. Which of the following should the associate do?

A.Apologize to the customer, but be very clear that associates have no control over the prices.
B.Get another associate to explain the pricing to the customer. book the event with the caterer across the street.
C.Suggest that the customer book thev event with caterer across the street.
D.Try to soothe the customer and explain the features and benefits of the catering service.

Answer 1

The associate should soothe the customer and explain the features and benefits of their catering service, highlighting the value that justifies the higher price.

Step-by-step explanation:

When faced with a customer complaining about high prices and referencing a competitor's lower prices, the associate should attempt to soothe the customer and explain the features and benefits of their catering service. It's important to maintain professionalism and highlight the value provided by your service that may justify the higher price, such as better quality ingredients, superior service, or additional offerings.

As illustrated by the reference situation, effective customer service involves listening to the customer's complaints, acknowledging their concerns, and addressing issues in a way that both resolves the current problem and prevents future occurrences. Identifying and promoting the unique selling points of the business could convert a complaint into a successful sales opportunity, as long as the associate is empathetic and communicative during this process.