A sales rep at a store is helping a customer choose a computer After a brief conversation, he others her one that best meets her functionality and price need, but she felt him she’s had bad experiences with that brand’s customer support. Which response is world be effecters select all that apply
a. Suggest she buy a low – cost service contract in case the computer has issues
b. Remind her that he’s an expert and wouldn’t recommend a bud option
c. Immediately recommended a more expensive brand, acknowledge thot its above her price range, but at least she won’t worry about its quality
d. call over his supervisor to offer a second opinion on the computer he recommended
e. Acknowledge her past experience and ask what happened
f. Reconfirm her needs and explain how this computer meets them
The correct answer and explanation is:
Correct Answers:
e. Acknowledge her past experience and ask what happened
f. Reconfirm her needs and explain how this computer meets them
Explanation:
When assisting a customer, the sales representative must balance empathy, professionalism, and the customer’s priorities. Let’s break down why e and f are effective responses and why the others are less suitable.
Why e and f are correct:
- e. Acknowledge her past experience and ask what happened:
- Acknowledging the customer’s concerns shows empathy and validates her past frustrations. By asking what happened, the sales rep demonstrates genuine interest and gains insight into her specific concerns with the brand (e.g., warranty issues, repair delays, or customer service interactions). This builds trust and allows for a more tailored solution.
- f. Reconfirm her needs and explain how this computer meets them:
- Reconfirming the customer’s needs ensures the recommended computer is the right fit based on functionality and price. This step reinforces the idea that the recommendation was made thoughtfully, not based on commission or personal bias. Explaining how the product aligns with her requirements can help alleviate concerns and showcase its value.
Why the other options are less effective:
- a. Suggest she buy a low-cost service contract in case the computer has issues:
- While offering a service contract might seem like a logical solution, it doesn’t address her core issue—lack of trust in the brand’s reliability. It may come across as dismissive of her concerns.
- b. Remind her that he’s an expert and wouldn’t recommend a bad option:
- This response is condescending. It diminishes her opinion and past experiences, potentially damaging trust.
- c. Immediately recommend a more expensive brand:
- Suggesting a pricier option contradicts her price needs and feels pushy. It could also make her feel like the sales rep is upselling instead of problem-solving.
- d. Call over his supervisor to offer a second opinion:
- While seeking a second opinion might seem helpful, it could make the sales rep appear unconfident in his recommendation and may not directly address her concerns.
Summary:
By acknowledging the customer’s past experiences (e) and clearly explaining how the product meets her needs (f), the sales rep builds trust and aligns the recommendation with her priorities. These approaches foster a positive interaction and improve the likelihood of a successful sale.