Suggested Answers to Part 3 Exploring a Customer’s Product Dissatisfaction
— Comments & Suggested Responses
Questions or statements such as those checked and in bold here will put your customers at ease and help you discover how best to meet their needs.
Who did you buy this from? (The customer might think you are accusing her of returning something that was purchased at another store. Or she might think that you are not going to help her.)
What’s wrong with it? (This is abrupt and the customer might think that you are questioning her right to return the item.)
Is the suitcase defective or is there some other reason it did not work out for you?
Do you want a refund? (This closed question limits her options and does not give you enough information to help her make another selection.)
I’m sorry you are not happy with your purchase. What can I do to make this right for you?
Was this a purchase for yourself or was it intended for someone else?
What methods of transportation will your son be using during his summer in Europe?
Perhaps I can help you find one more suited to your needs…do you still need a carry-on or are you looking for a different size?
Do you have any idea of what caused the handle to break?
What did you do to this thing? (This response, and the next one, assume that the customer did something wrong, which may not be the case.)
These zippers never break—you must have overfilled it.
How often do you travel?
We have a new line of lightweight, hard-sided bags that are really durable. Would you like to see them?
