A guest is interested in a specific product but is unhappy with the price.
Question
A guest is interested in a specific product but is unhappy with the price. They insist they saw it in another store for less. CHOSE THE-RIGHT ANSWER ONLY
What are you MOST and LEAST likely to do?
A. Offer to check with your leader to see if anything can be done. Ask your leader how to handle the situation.
B. Explain that the product is very popular, and that you are unfortunately unable to adjust the price.
C. Try to learn why the guest likes the product, and suggest a similar but less-expensive alternative.
D. Admit the price is high, but point out that the guest can save extra money with a Target credit card.
Answer:
MOST likely: C. Try to learn why the guest likes the product, and suggest a similar but less-expensive alternative.
LEAST likely: B. Explain that the product is very popular, and that you are unfortunately unable to adjust the price.
Brief Explanations:
- MOST likely: Understanding the guest's preferences allows you to offer a solution that still meets their needs, which is a more customer-centric approach.
- LEAST likely: Simply stating the price cannot be changed without offering alternatives can alienate the customer, making this the least effective option.
Extended Knowledge:
Customer Service Best Practices
In customer service, the most effective strategy is to empathize with the customer's needs and offer alternative solutions, rather than rigidly defending policies.
Price Matching and Alternatives
Offering price matching or suggesting alternatives can often resolve concerns without sacrificing customer satisfaction or loyalty.
Here are four similar questions formatted like the example you provided:
Similar Questions
Question 1
A customer claims that an item they purchased is damaged and demands a refund but does not have the receipt. CHOSE THE-RIGHT ANSWER ONLY
What are you MOST and LEAST likely to do?
A. Apologize for the inconvenience and explain that without a receipt, the refund cannot be processed.
B. Offer to exchange the damaged item for a replacement, even without the receipt.
C. Suggest the customer check their email or bank statements for proof of purchase.
D. Direct the customer to the manufacturer to resolve the issue through their warranty process.
Answer:
MOST likely: C. Suggest the customer check their email or bank statements for proof of purchase.
LEAST likely: A. Apologize for the inconvenience and explain that without a receipt, the refund cannot be processed.
Brief Explanations:
- MOST likely: Helping the customer find proof of purchase shows empathy and facilitates a solution within store policy.
- LEAST likely: Refusing assistance without alternatives can alienate the customer and harm the relationship.
Question 2
A shopper is upset because a promotional discount was not applied to their recent purchase. CHOSE THE-RIGHT ANSWER ONLY
What are you MOST and LEAST likely to do?
A. Apologize for the error and immediately refund the difference.
B. Verify the promotion details and apply the discount if eligible.
C. Explain that the promotion may not have been valid at the time of purchase and decline to adjust the price.
D. Offer a future discount or store credit instead of applying the refund.
Answer:
MOST likely: B. Verify the promotion details and apply the discount if eligible.
LEAST likely: C. Explain that the promotion may not have been valid at the time of purchase and decline to adjust the price.
Brief Explanations:
- MOST likely: Confirming and honoring promotions builds trust and customer satisfaction.
- LEAST likely: Dismissing the customer's concern without verification can appear dismissive and unhelpful.
Question 3
A guest wants to return an unopened item but claims they were not informed about the store's 30-day return policy, and the timeframe has already passed. CHOSE THE-RIGHT ANSWER ONLY
What are you MOST and LEAST likely to do?
A. Apologize and refuse the return, explaining that the policy must be followed.
B. Offer store credit or an exchange as a goodwill gesture, even though the return window has closed.
C. Accept the return and process a full refund, regardless of the policy.
D. Suggest the guest escalate the matter to customer service management.
Answer:
MOST likely: B. Offer store credit or an exchange as a goodwill gesture, even though the return window has closed.
LEAST likely: A. Apologize and refuse the return, explaining that the policy must be followed.
Brief Explanations:
- MOST likely: Offering a compromise ensures the guest feels valued while maintaining policy adherence.
- LEAST likely: Strictly adhering to policy without offering alternatives can harm the relationship.
Question 4
A customer complains that a product they purchased is missing a component and requests a replacement. CHOSE THE-RIGHT ANSWER ONLY
What are you MOST and LEAST likely to do?
A. Apologize and immediately offer to replace the product.
B. Explain the store's policy on incomplete products and require proof before issuing a replacement.
C. Suggest the customer contact the manufacturer to address the issue.
D. Apologize and offer a replacement or discount, depending on the customer’s preference.
Answer:
MOST likely: D. Apologize and offer a replacement or discount, depending on the customer’s preference.
LEAST likely: C. Suggest the customer contact the manufacturer to address the issue.
Brief Explanations:
- MOST likely: Providing options shows empathy and allows the customer to choose the best resolution.
- LEAST likely: Redirecting the customer to the manufacturer shifts responsibility away and may cause frustration.