Question

A sales associate from the clothing department is passing by the electronics department and is stopped by the customer who asks about return policies for televisions. The associate has not been trained on the electronics department's policies. What is the BEST way for the associate to respond to the customer's questions?

A. Provide incorrect information confidently.
B. Direct the customer to the electronics department.
C. Apologize and offer to find someone with the right expertise.
D. Ignore the customer's inquiry.

Answer 1

The associate should apologize and offer to find someone with the right expertise to answer the customer's questions about return policies for televisions. This maintains professionalism and ensures the accuracy of the information provided.

Step-by-step explanation:

The best way for the sales associate to respond to the customer's questions about the return policies for televisions is C. Apologize and offer to find someone with the right expertise. This approach is professional and ensures that the customer receives accurate information. Moreover, providing incorrect information confidently can lead to complications and dissatisfaction, and ignoring the customer's inquiry is unprofessional. Directing the customer to the electronics department is an option, but it's more service-oriented to personally ensure the customer's question is addressed by finding the appropriate staff member.

To reassure a possible buyer who is faced with imperfect information, a seller of goods can:

• Offer a detailed and easy-to-understand return policy.
• Provide warranties or guarantees on the product.
• Show transparency by sharing complete product details and addressing any potential concerns.

These strategies can help build trust between the seller and the buyer, ensuring a smooth sales process.