Question

A customer purchased a barbeque grill at the store, loaded it into his car and took it home. When he opened the box to assemble the grill the instruction were missing. The customer returns to the store upset. What should the sale's associate do to satisfy the customer?

a. Acknowledge the customer's frustration and refer him to the manufacturer's website to download the instructions
b. Listen to the customer, apologize for the inconvenience and offer to refund or exchange the merchandise
c. Listen to the customer, apologize for the inconvenience, and refer him to the manager
d. Listen to the customer, assure him that you understand his frustration, and ask him if he would be satisfied with you finding another set of instruction

Answer 1

The sales associate should listen to and acknowledge the customer's frustration, apologize, and offer a solution such as finding replacement instructions, refunding, or exchanging the merchandise. The customer can also be referred to the manager if the issue cannot be immediately resolved.

Step-by-step explanation:

When a customer returns to the store upset because the instructions for a barbeque grill are missing, the sales associate should take the following steps to satisfy the customer:

• Listen to the customer and acknowledge their frustration.
• Apologize for the inconvenience caused by the missing instructions.
• Offer a solution, such as finding another set of instructions for assembly, offering to refund or exchange the merchandise, or referring to the manufacturer's website for downloadable instructions if readily available.
• If the issue is not immediately resolvable, refer the customer to the manager for further assistance.

These actions show the customer that the seller cares about their experience and is willing to go the extra mile to ensure satisfaction, thereby reassuring a buyer who may be dealing with imperfect information.