Question

"What are your goals when responding to the previous scenario"? Check all that apply. You are the owner of a cell phone store. A customer recently sent back a phone that she purchased at your store. She claims the phone won’t turn on. After examining the phone, you notice it has excessive water damage and is beyond repair. Unfortunately, the customer’s warranty expired three months ago.

Answer 1

B. Explain clearly and completely.

C. Be fair.

D. Convey empathy and sensitivity.

Step-by-step explanation:

The warranty for the device has already expired and it can be inferred that the water damage was from the customer because the warranty expired a while back. Since you cannot refund her, the best course of action is to explain to the customer in a clear, concise and complete tone, the problem with the phone. You should not place blame on the customer but rather be fair in your assessment. Your tone should also convey sensitivity and empathy because this is a problem that could happen to anyone and they need to know that.