Question
Now that you have watched the video, review the four responses below and decide for each one, whether it is "More" effective or "Less"effective in this situation Hold back from showing the customer other options as you're not sure they are interested in exploring this Adapt your explanation of why the size the customer wants is unavailable to try and help them understand Repeat the same explanation of why the size the customer wants is unavailable as other customers have understood Encourage the customer to look at the range of bedding sets available in store as there are many to choose from
Answer
4.2
(323 Votes)
Vincent
Master · Tutor for 5 years
Answer
1. First Response: 'Less' effective.2. Second Response: 'More' effective.3. Third Response: 'Less' effective.4. Fourth Response: 'More' effective.
Explanation
## Step 1:The situation revolves around having a customer, where we need to decide, for each proposed response, whether it gives a 'More' effective or 'Less' effective solution. Each response corresponds to a specific interaction with the customer.## Step 2:Beginning with the first response:"Hold back from showing the customer other options as you're not sure they are interested in exploring this". Based on basic customer service etiquette and approach, presuming that the customer isn't interested or proactive limits potential sales explorations for both the company and the shopper. Accordingly this response might be considered 'Less' effective.## Step 3:Moving to the second response:"Adapt your explanation of why the size the customer wants is unavailable to try and help them understand". Such an approach seems to be effective because it involves clear communication and gives customers a brief idea about the issue they're facing. Hence, this response can be rated as 'More' effective.## Step 4:Then, to the third response:"Repeat the same explanation of why the size the customer wants is unavailable as other customers have understood". Every customer is unique and might not necessarily comprehend or get give attention to the same repeated information others have. This kind of cookie-cutter communication can be 'Less' effective.## Step 5:Lastly, discussing the fourth response:"Encourage the customer to look at the range of bedding sets available in store as there are many to choose from". Provided the approach is not aggressive, it leans towards openness and choice offering, giving the customer a broad array of options to select from. Thus, this related to being 'More' effective.