Questions: A customer is upset because she believed if she bought two products, she'd get two free. You explain the sale is actually buy two, get one free. She argues that's not what the sign said. 1) Which statement is MOST like how you would respond? Select a statement Apologize for the confusion, but explain the sale again. Ask if she would like to put the fourth one back, since that one is not free. Tell her you're sorry and explain that a lot of people misread the sign. Reiterate that the sign does in fact say "buy two, get one free." Because the customer is getting upset, tell her you will talk to your supervisor to see if there's anything you can do. Walk with her to one of the sale signs so she can see it does say "buy two, get one free." Apologize that the sign was confusing.

A customer is upset because she believed if she bought two products, she'd get two free. You explain the sale is actually buy two, get one free. She argues that's not what the sign said. 1) Which statement is MOST like how you would respond? Select a statement Apologize for the confusion, but explain the sale again. Ask if she would like to put the fourth one back, since that one is not free. Tell her you're sorry and explain that a lot of people misread the sign. Reiterate that the sign does in fact say "buy two, get one free." Because the customer is getting upset, tell her you will talk to your supervisor to see if there's anything you can do. Walk with her to one of the sale signs so she can see it does say "buy two, get one free." Apologize that the sign was confusing.
Transcript text: A customer is upset because she believed if she bought two products, she'd get two free. You explain the sale is actually buy two, get one free. She argues that's not what the sign said. 1) Which statement is MOST like how you would respond? Select a statement Apologize for the confusion, but explain the sale again. Ask if she would like to put the fourth one back, since that one is not free. Tell her you're sorry and explain that a lot of people misread the sign. Reiterate that the sign does in fact say "buy two, get one free." Because the customer is getting upset, tell her you will talk to your supervisor to see if there's anything you can do. Walk with her to one of the sale signs so she can see it does say "buy two, get one free." Apologize that the sign was confusing.
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Solution

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The answer is: Walk with her to one of the sale signs so she can see it does say "buy two, get one free." Apologize that the sign was confusing.

Explanation for each option:

  1. Apologize for the confusion, but explain the sale again. Ask if she would like to put the fourth one back, since that one is not free.

    • This response is polite and clear, but it may not fully address the customer's concern about the sign. It also doesn't offer a solution or show empathy for her misunderstanding.

  2. Tell her you're sorry and explain that a lot of people misread the sign. Reiterate that the sign does in fact say "buy two, get one free."

    • While this response acknowledges the customer's confusion and provides an explanation, it might come off as dismissive by implying that the customer is at fault for misreading the sign.

  3. Because the customer is getting upset, tell her you will talk to your supervisor to see if there's anything you can do.

    • This response shows empathy and a willingness to find a solution, but it may not be the most efficient way to resolve the issue. It also delays the resolution by involving another person.

  4. Walk with her to one of the sale signs so she can see it does say "buy two, get one free." Apologize that the sign was confusing.

    • This response is the most effective because it directly addresses the customer's concern by showing her the sign, which can help clear up any misunderstanding. It also includes an apology, which shows empathy and acknowledges that the sign may have been confusing. This approach is both informative and considerate, making it the best choice.
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