Question

The sales associate has encountered a difficult customer and cannot satisfy that customer's needs. What should the sales associate do?

1) Seek assistance from a supervisor or manager.
2) Offer alternative solutions to the customer.
3) Apologize to the customer and try to resolve the issue.
4) None of the above.

Answer 1

When encountering a difficult customer, a sales associate should seek assistance, offer alternatives, or apologize and try to resolve the issue.

Step-by-step explanation:

When a sales associate encounters a difficult customer and cannot satisfy their needs, there are several steps they can take:

1. Seek assistance from a supervisor or manager: If the sales associate is unable to resolve the issue, involving a supervisor or manager can provide additional resources and support to address the customer's concerns.
2. Offer alternative solutions to the customer: The sales associate can suggest alternative products, services, or approaches that may meet the customer's needs and preferences. This shows the customer that the associate is actively trying to find a solution.
3. Apologize to the customer and try to resolve the issue: A sincere apology can help defuse the situation and show the customer that their concerns are being taken seriously. The sales associate should then work with the customer to find a resolution that satisfies both parties.

If none of these steps are successful in resolving the issue, the sales associate may need to escalate the matter to a higher authority within the company.