What should the salesperson do next if the complaining customer proposes a nonviable way (some action) 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
E) All the above

Question

Quizplus · Accepted Answer

It is important to thank the customer for their suggestion and show that their input is valued. However, if the proposed solution is not viable, it is the salesperson's job to offer an alternative resolution that will address the complaint. Simply following through with the customer's suggestion anyway may not actually resolve the issue and could potentially make it worse. It's also important to gain the customer's agreement that the proposed solution will resolve the complaint, but this should only be done after offering a viable alternative. Allowing the customer to vent is also important, but it is not necessarily the next step in this scenario.

What Should the Salesperson Do Next If the Complaining Customer