Solved:
Answered by AI, Verified by Human Experts
A customer tries to return sunglasses she bought earlier in the day because a lens popped out. She removed the tag, which is required for a refund. She's eligible for an exchange, but there are no more sunglasses in stock. What should the associate do?
A customer tries to return sunglasses she bought earlier in the day because a lens popped out. She removed the tag, which is required for a refund. She's eligible for an exchange, but there are no more sunglasses in stock. What should the associate do? a.Suggest she look around the store for something else to exchange the sunglasses for
b.Check to see if the sunglasses are available online to ship directly to her
c.Apologize and suggest she inspect items more closely before buying
d.Tell the customer she'll need to return to the store with the tag in order to receive a refund
Final answer:The associate should first suggest other items for an exchange and then check the online availability of the sunglasses option (b), avoiding any implication of customer fault while clearly explaining the store's policy.Explanation:In this scenario, the customer is trying to return sunglasses without a tag, which is normally required for a refund. Since the item is also out of stock, the associate should take several steps to provide excellent customer service.Firstly, the associate should suggest looking around the store for an alternative item for an exchange, assuring the customer of the wide range of products available. If the customer is specifically interested in the same sunglasses, the associate should check availability online, and if possible, arrange to have the sunglasses shipped directly to her.It is important to avoid making the customer feel at fault, so the associate should not suggest that she should have inspected the item more closely before buying it; instead, the associate should focus on finding a satisfactory solution.Lastly, if none of these options are satisfactory, the associate can explain the store's return policy clearly and respectfully, and offer to contact the customer when the sunglasses are back in stock if this is an option....