Oscar is a salesperson for a beer and wine distributor. One of his customers has just finished telling him that they are very unhappy because her last order contained several broken bottles. What should Oscar do after expressing empathy and taking responsibility for the problem?
A) offer the customer a discount on her next order
B) reimburse the customer for the broken bottles
C) ask the customer what she would like him to do
D) allow the customer to vent her frustration and listen attentively to get the whole story

Question

Quizplus · Accepted Answer

After expressing empathy and taking responsibility for the problem, the best course of action is to ask the customer what she would like him to do. This shows that Oscar is willing to find a solution that works for the customer and gives her a sense of control in the situation. Offering a discount or reimbursement without first consulting the customer could be seen as dismissive of her concerns. Allowing the customer to vent her frustration and listen attentively to get the whole story is important, but it should be done in conjunction with offering a concrete solution that addresses the customer's concerns.

Oscar Is a Salesperson for a Beer and Wine Distributor