Question

Joe, the assistant manager of a bookstore, is completely out of a particular John Grisham novel and will not receive a new shipment for at least three days. Several customers are requesting this book. A woman approaches the counter.

Woman: I am interested in the new John Grisham. I really love lawyer novels.
Joe: I'm sorry, we currently don't have that book in stock. We should have it in three days.
Woman: So what am I supposed to do?
Joe: If you give me your name and number or e-mail address, I can notify you as soon as it arrives.
Woman: Well, I guess that's alright.
Joe: If you like John Grisham, you might also really like Patricia Cornwell or James Patterson books.
Woman: Thank you for the tip.
This situation and how it was handled demonstrate the technique of:
a. Getting rid of the customer quickly so you can help the next person.
b. Saying "No" but still saying "Yes."
c. Following company policies and procedures.
d. Selling slow-moving inventory.

Answer 1

Joe uses the technique of 'saying "No" but still saying "Yes"' by offering to notify the customer when the book arrives and suggesting alternative authors.

The correct option is b.

Step-by-step explanation:

The situation at the bookstore involving Joe, the assistant manager, and his interaction with a woman interested in a John Grisham novel demonstrates the technique of saying "No" but still saying "Yes."

In this scenario, Joe is unable to fulfill the customer's primary request due to the book being out of stock.

However, he offers an effective, customer-friendly solution by taking her contact details to notify her once the book is available.

Additionally, he provides an alternative recommendation, suggesting authors Patricia Cornwell and James Patterson due to similar genre interests.

The correct option is b.