Question

During a busy day at a shoe outlet, several customers are waiting to try on shoes, and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?

a. After giving the name of the company and his or her name, ask for the customer's name and a number to call back.
b. After giving the name of the company and his/her name, ask if the customer could call back.
c. After giving the name of the company, let the customer know that someone will be available momentarily to help.
d. After giving the name of the company, apologize for the delay and immediately put the customer on hold.

Answer 1

The most suitable course of action for a sales associate to take when receiving a phone call while attending to several customers in-store would be to ask for the caller's details and promise to call back, thereby balancing excellent customer service with efficiency.

Step-by-step explanation:

If a sales associate is the only person in the department and must handle multiple customers as well as a ringing phone, the recommended approach to address the customer on the phone would be option A. After giving the name of the company and his or her name, the associate should ask for the customer's name and a number to call back. This ensures that the customer feels acknowledged and that the associate has recorded their details for a follow-up call. This strategy respects the customer's time and indicates a commitment to providing excellent customer service, while also allowing the associate to efficiently manage the present in-store customers.

Being persistent, not annoying, is key in maintaining a professional relationship with the customer. It is also important to be pleasant and convey warmth during the interaction, as first impressions are crucial. By obtaining the customer's contact information, the associate shows they care about assisting the customer effectively and promptly.