Question

A customer enters a store to return a digital camera and starts off by explaining "It sure wasn't as user-friendly as I was told. What action taken by the sales associate is most likely to save the sale and to ensure the customer is satisfied?

a. Explain the importance of satisfying the customer and then review the company's policy on returns.
b. Ask questions to better understand the customer's problems and then suggest a product that meets the customer's needs.
c. Request the product receipt and then talk to a supervisor about the right solution for the customer.
d. Give the customer refund for the camera and then offer to show the customer more user-friendly digital cameras.

Answer 1

The sales associate should ask questions to understand the customer's problems and suggest a product that meets their needs.

Step-by-step explanation:

The action taken by the sales associate that is most likely to save the sale and ensure customer satisfaction is to ask questions to better understand the customer's problems and then suggest a product that meets the customer's needs.

By asking questions, the sales associate can gather more information about the specific issues the customer is having with the digital camera. This allows the sales associate to offer targeted solutions and recommendations, such as suggesting a more user-friendly digital camera that addresses the customer's concerns.

This approach demonstrates the sales associate's willingness to listen to the customer, understand their needs, and provide personalized assistance, increasing the likelihood of resolving the customer's problem and ensuring their satisfaction.