What should the salesperson do next if the complaining customer proposes a nonviable way to resolve the complaint?
A) allow the customer to vent
B) follow through with what the customer suggests anyway
C) thank the customer for the suggestion and then offer the customer an alternative resolution
D) gain the customer's agreement that the action will resolve the complaint

Question

Quizplus · Accepted Answer

While it is important to allow the customer to vent and demonstrate empathy, following through with a nonviable solution will not lead to a resolution. Instead, thanking the customer for the suggestion and then offering an alternative that could possibly address their concerns is a more effective approach. This shows the salesperson is listening and offers a solution that could work for both parties. It is also important to gain the customer's agreement that the action will resolve the complaint, but this is not the first step in the process.

What Should the Salesperson Do Next If the Complaining Customer