Answered: A customer is looking for a particular…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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Transcribed Image Text:**Customer Service Scenario: Helping Find a Product** *A customer is looking for a particular brand of sunscreen and has not been able to find it in the store. He approaches you and asks for help.* **Question:** What would you be most and least likely to do? **Instructions:** PICK ONE OF EACH for the following responses. **Option 1:** *Most likely* - Tell him you would be glad to help. Describe where he can find the sunscreen, and follow up with him to make sure he found it. **Option 2:** *Most or Least likely* - Explain where in the store he can find the sunscreen. Tell him you would be glad to walk him there if he would like some help finding it. **Option 3:** *Most or Least likely* - As you're helping him, let him know he can save money by purchasing a different brand of sunscreen that's just as good as the one he's looking for. **Option 4:** *Least likely* - Politely tell the customer where to find the sunscreen. Ask him if you can help him find anything else. By analyzing these options, you can determine the most effective customer service approach in this scenario. Each choice offers a different level of assistance and friendliness, and selecting one you'd be most and least likely to do helps in shaping customer service skills.

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