Question

A customer calls the store about a purchase she made which was advertised for less at a direct competitor's location. The customer asks for price adjustment on the item and the sales associate is not sure how to respond. Which of the following is the BEST response for the sales associate to give the customer?

A) "I'm sorry, but our store policy doesn't allow price matching with other competitors."
B) "Let me verify the competitor's advertisement and check if we can offer you a price adjustment."
C) "Unfortunately, we can't honor prices from other stores once a purchase has been made."
D) "I understand your concern. I'll escalate this issue to the manager for further consideration."

Answer 1

The sales associate should professionally assure the customer that their concern will be escalated to the manager for review, demonstrating their commitment to fair and friendly service. It is also critical for the associate to be resourceful and consider the broader implications of the competitor's pricing.

Step-by-step explanation:

The sales associate should respond with professionalism and an understanding of the customer's concerns by offering to escalate the issue to the store manager. It is vitally important to maintain a reputation for fair and friendly service as these characteristics build trust and customer loyalty. The sales associate should assure the customer that they will receive a follow-up after a review is done by the management team.

Additionally, the sales associate should take note of the competitor's pricing strategy. Understanding market dynamics is key when considering a competitive response such as price adjustment. Being proactive and resourceful can both resolve the immediate customer query and contribute to larger strategic decisions on pricing and customer service policies.