Final answer:
A sales associate should apologize, assess the damage, and offer a suitable solution for a customer with a broken shoe.
Step-by-step explanation:
A sales associate should respond to a customer with a broken shoe by apologizing for the inconvenience and offering a solution. They should listen to the customer's concern, assess the damage on the shoe, and determine if it is repairable or if a replacement is necessary. If the shoe is under warranty or return/exchange policy, the associate should inform the customer of the options available.
For example, they can offer to repair the shoe if feasible or help the customer find a suitable replacement within their budget. The associate should ensure that the customer leaves satisfied with their resolution to maintain a positive customer experience.