MOST
A guest tries to use an expired coupon at the concession stand. They say the coupon is confusing and insist they get the discount. Assuming all options are possible, what would you be most and least likely to do?
PICK ONE OF EACH
?
Apologize for the confusion, but point out that their coupon is expired.
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Ask your supervisor if they can approve the discount.
Suggest the guest take advantage of a current promotion so they get something similar for a lower cost.
Tell the guest you are sorry and show them the coupon expiration date so they understand
D
LEAS
The correct answer and explanation is:
Most Likely: Apologize for the confusion, but point out that their coupon is expired.
Least Likely: Tell the guest you are sorry and show them the coupon expiration date so they understand.
Explanation
When dealing with guests at a concession stand, maintaining professionalism and customer satisfaction is key. It’s important to handle situations calmly, politely, and efficiently while adhering to company policies.
Most Likely: Apologizing for the confusion and pointing out that the coupon is expired is the best approach because it acknowledges the guest’s frustration while clarifying the situation. Starting with an apology shows empathy and creates a positive tone, even in disappointing circumstances. Politely explaining the expiration ensures the guest understands the issue without feeling dismissed or ignored. This approach is clear, polite, and professional, striking the balance between customer service and policy adherence.
Least Likely: Showing the guest the expiration date to make them “understand” is the least favorable option because it can come across as patronizing or confrontational. While it’s important to clarify why the coupon isn’t valid, emphasizing the expiration date might make the guest feel as though they are being proven wrong. This can escalate the situation, especially if the guest is already frustrated. Instead of fostering a positive interaction, this method risks alienating the guest and damaging their experience.
Other options, like asking a supervisor for approval or suggesting a current promotion, can be useful depending on the situation. Consulting a supervisor can show flexibility and willingness to help, especially if the issue is contentious. Suggesting a promotion demonstrates problem-solving and ensures the guest still gets a good deal. However, these approaches might delay service or complicate the transaction.
The most effective response is to stay polite, empathetic, and firm while adhering to policies. Apologizing and explaining the expiration shows respect for the guest and resolves the issue promptly without unnecessary escalation or complexity.