A Customer Has Returned a Purchase to a Store Because

question 42

Multiple Choice

A customer has returned a purchase to a store because she discovered it was broken when she opened it at home. She is very angry and threatening not to buy from this store again. An employee with good emotional intelligence would:

• A) know she probably broke the product herself and be quietly relieved that she will not be back.
• B) attempt to persuade her that it was the supplier and not the store who is responsible for the defective product.
• C) politely but firmly explain there is a policy of no refunds and refer her to a manager if she continues to argue.
• D) disarm her by agreeing this purchase has been a frustrating waste of time for her and offer to personally locate another item which is in excellent condition.