Glenn is a salesperson for a beer and wine distributor.One of his customers stated that she is unhappy because her last order contained several broken bottles and was not delivered on time.Which of the following should Glenn do after expressing empathy and taking responsibility for the problem?
A)He should offer the customer a discount on their next order.
B)He should reimburse the customer for the broken bottles.
C)He should ask the customer what he or she would like him to do.
D)He should allow the customer to vent.
E)He should apologize and send more bottles to replace the broken bottles.

Question

Glenn is a salesperson for a beer and wine distributor.One of his customers stated that she is unhappy because her last order contained several broken bottles and was not delivered on time.Which of the following should Glenn do after expressing empathy and taking responsibility for the problem?​
A)​He should offer the customer a discount on their next order.
B)He should reimburse the customer for the broken bottles.​
C)He should ask the customer what he or she would like him to do.
D)He should allow the customer to vent.​
E)He should apologize and send more bottles to replace the broken bottles.​

Quizplus · Accepted Answer

After expressing empathy and taking responsibility, Glenn should ask the customer what they would like him to do. This approach involves the customer in the resolution process and ensures that their specific needs and expectations are met.

Glenn Is a Salesperson for a Beer and Wine Distributor