Tony is a salesperson dealing with a customer complaint. Tony's customer is asking for a resolution Tony knows is nonviable. Tony should:
A) Allow the customer to vent more.
B) Tell the customer no.
C) Thank the customer for the suggestion and then offer an alternative solution.
D) Agree to the resolution even though he knows his company won't be able to follow through on his promise.
E) Tell the customer to think again.

Question

Quizplus · Accepted Answer

Thanking the customer for their suggestion and then offering an alternative solution shows empathy and a willingness to find a solution. It allows the customer to feel heard and valued while also managing their expectations. It is important to avoid making promises that cannot be kept to maintain trust and credibility.

Tony Is a Salesperson Dealing with a Customer Complaint