Question

A sales associate from the clothing department is passing by the electronics department and is stopped by a customer who asks about return policies for televisions. The associate has not been trained on the electronics department policies. What is the best way for the associate to respond to the customer's question?

a. Enter the product area with the customer, and locate a sale's associate who can answer the question and assist the customer.
b. Politely say "I'm sorry but I do not know," and apologize for the inconvenience.
c. Refer the customer to the customer service desk to obtain general returns and exchanges policy information.
d. Walk the customer to the customer service desk and find a specialist who can locate and discuss the specific policy.

Answer 1

The sales associate should escort the customer to customer service to find the right specialist who can address their inquiry about television return policies, ensuring accurate information and a positive customer experience.

Step-by-step explanation:

The best way for the sales associate to respond to the customer's question about the the customer receives accurate information directly from a knowledgeable source and also provides a personal touch by assisting the customer through the process. Apologizing for not knowing the information directly but taking the initiative to find someone who does can make a positive impact on customer satisfaction.