Question

you ring up an item for a customer, and they say the clearance sticker showed a lower price. they insist they get the lower price. what would you be most and least likely to do?
pick one of each

apologize for the confusion, but point out the correct item price.

ask your store manager if they can approve the lower price amount.

offer to help the customer find a less expensive item that still meets their needs.

tell the customer you are sorry, but show them the correct price in the system.

Explanation:

Analyze the scenario and options

The scenario describes a classic retail pricing dispute. A customer claims a clearance sticker shows a lower price than what was rung up. In a Situational Judgment Test, the goal is to balance Customer Service Excellence with store policy and constructive Conflict Resolution.

Let's evaluate the four actions:

1. Apologize for the confusion, but point out the correct item price. (Passive, does not resolve the customer's immediate concern).
2. Ask your Store Manager if they can approve the lower price amount. (Proactive, seeks a solution within store authority, prioritizes customer satisfaction).
3. Offer to help the Customer find a less expensive item that still meets their needs. (Unhelpful and potentially insulting, as it assumes they cannot afford the item rather than addressing the pricing error).
4. Tell the customer you are sorry, but show them the correct price in the system. (Defensive, dismisses the physical clearance sticker evidence).

Determine the most likely action

Using Customer Service Excellence, the best approach is to advocate for the customer by checking if the lower price can be honored. Asking a manager shows initiative to resolve the discrepancy fairly. Thus, asking the Store Manager is the Most Likely action.

Determine the least likely action

Offering to find a "less expensive item" is patronizing and completely avoids addressing the sticker discrepancy. It is the least helpful response to a pricing dispute and represents poor Conflict Resolution. Thus, this is the Least Likely action.

Answer:

• Most Likely: Ask your Store Manager if they can approve the lower price amount.
• Least Likely: Offer to help the Customer find a less expensive item that still meets their needs. (Correct answer)