Question

a customer is attempting to return a flight case that they purchased several weeks ago. overall the flight case looks brand new but unfortunately the wheels no longer work! what is the best action to fix the customer’s issue?
show the customer new suitcases
ask the customer how the wheels became broken to see if it was their fault
provide the customer with the manufacturer’s contact number
ask the customer how they would like the issue resolved and make sure it fits with the store policy

a grumpy person has called the customer service line. they are screaming! they are demanding to know why they have they been charged 7 times for the exact same transaction! what do you do?
immediately put the customer on hold because you shouldn’t be yelled at
accidently disconnect the call and hope they don’t call back
actively listen and empathize try your best to fix the problem
ask the customer to come on in so that they can meet with the manager

why should a sales associate know their store’s products as well as products that are at competing stores?
to steer customers away from their store
to tell customers where to get the best deals at any location
to tell customers when the competitors’ products are on sale
to showcase the difference between their store’s products and the products offered at competing stores

Explanation:

First Question:

To resolve the customer's flight case return issue, the best approach is to ask the customer how they want the issue resolved while ensuring it aligns with store policy. This is customer - centric and follows proper service protocol. Showing new suitcases (option 1) doesn't address the broken wheels. Asking about fault (option 2) may seem accusatory. Providing the manufacturer's number (option 3) shifts responsibility instead of resolving it in - store.

When dealing with an angry customer, the correct approach is to actively listen, empathize, and try to fix the problem. Putting the customer on hold (option 1) or disconnecting (option 2) is unprofessional. Asking the customer to come in (option 4) is not practical for a phone - based issue.

A sales associate should know their store's products and competitors' products to showcase the differences. This helps in selling their store's products. Steering customers away (option 1) is against sales goals. Telling about best deals anywhere (option 2) or competitors' sales (option 3) don't promote their own store.

Answer:

D. Ask the customer how they would like the issue resolved and make sure it fits with the store policy

Second Question: