Question

A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. Which of these should the sales associate say FIRST?

Answer 1

The sales associate should first apologize and show empathy towards the customer's issue with the toy doll before attempting to diagnose the problem together, such as checking for battery issues.

Step-by-step explanation:

In response to the question, the sales associate should first address the customer's concern in a professional and empathetic manner. It's important for the associate to create a positive customer service experience, which often begins with acknowledging the customer's issue.

The most appropriate response for the sales associate would be to say something like the following: "I'm sorry to hear that the doll isn't working properly. Let's take a look together to see if we can figure out the issue, such as if it might need new batteries or there is another solution we can find."

By providing this response, the sales associate is showing a willingness to assist and is taking the first step towards resolving the problem, which is crucial in customer service scenarios.