Question

An angry customer arrives with return and presents it to a sales associate who is new to the customer service department. The customer states the product cannot be assembled because it is missing parts. If the associate is unsure how the store's return policy applies, what would be the associate's best course of action?

a. Apologize to the customer for not being able to help, and ask the customer to wait while the associate finds assistance.
b. Apologize for the inconvenience , and then ask a co-worker to help find a solution.
c. Thank the customer for bringing the problem to the store's attention, and then check the store's internet for store policy on returns
d. Quickly call a manager to help the customer, and then begin to assist the next customer in line

Answer 1

The best course of action for the unsure sales associate in the given situation is to thank the customer for bringing the problem to the store's attention and check the store's internet for store policy on returns.

Step-by-step explanation:

If the sales associate is unsure how the store's return policy applies, the associate's best course of action would be to thank the customer for bringing the problem to the store's attention and then check the store's internet for store policy on returns.

This demonstrates a willingness to assist the customer and shows a proactive approach in finding a solution.

It also allows the associate to gain a better understanding of the store's return policy and provide accurate information to the customer.