A customer returns a defective item she recently purchased. She loves the merchandise, but the store doesn’t .?
A customer returns a defective item she recently purchased. She loves the merchandise, but the store doesn’t have any more like it. What would you do?

1.Offer to repair the defect.
2.Help her find another similar item she also likes.
3.Give her a refund and directions to the nearest store that has the item.
4.Ask her to contact the manufacturer.
5.Attempt to special order it for her

The immediate reaction I would have would be to apologize and to help her find something that she also likes. Because the thing is that even though there might be another store with that item of the same chain, it might not belong to the same owner and that would mean a loss for the boss. Therefore, I would try to help her or him find something that she or he might like at the same price.

topeadeniran2 topeadeniran2 · Answer 2 · 2021-08-19T22:11:31+02:00

The best option to do is to "Help her find another similar item she also likes".

Since the item is defective and was returned by the customer, the first thing to do is to apologize for the defective product and then help the customer find get a similar one which she'll like since the store doesn't have any more like it.

Option 1 is incorrect. Offering to repair the defect will take time and the customer won't be happy with that.

Option 2 is correct. It is necessary to help her find another similar item she also likes".

Option 3 is incorrect. Giving her a refund and telling her to go to the nearest store is bad for one's business as that may drive ones customers away.

Option 4 is incorrect. The store should be the one to contact the manufacturer and not the customer.

Option 5 is incorrect. Attempting to special order isn't the best option.

Therefore, the best option is option 2 "Help her find another similar item she also likes".

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