A guest tries to use an expired coupon
Question
A guest tries to use an expired coupon. They say the coupon was confusing and insists they get the discount. What are you LEAST likely to do?
- A. Apologize for the confusion, but point out that their coupon is expired.
- B. Ask your leader if they can approve the discount.
- C. Offer to help the guest find a less-expensive item that still meets their needs.
- D. Politely point out the coupon expiration date and explain that the store does not accept expired coupons.
Answer:
B. Ask your leader if they can approve the discount.
Brief Explanations:
The least likely action is to ask your leader for approval. This suggests a lack of authority to handle the situation directly, which might delay the resolution. Offering a solution like pointing out the expiration or suggesting alternatives are better approaches.
Extended Knowledge:
Customer Service Best Practices
When handling complaints, addressing the issue directly with clear communication and offering alternatives tends to resolve the situation more effectively than seeking approval from higher-ups.
Handling Expired Coupons
Most stores have clear policies on expired coupons, which are typically not accepted. It's important to maintain consistency with policies while still providing helpful alternatives.
Similar Questions：
Question 1
A customer presents a coupon that is not valid for the item they wish to purchase. They insist on receiving the discount. What is the LEAST appropriate response?
- A. Apologize for the inconvenience and explain the coupon's terms.
- B. Offer to find a similar item that the coupon applies to.
- C. Honor the coupon despite it not being valid for the item.
- D. Suggest the customer contact customer service for further assistance.
Answer:
C. Honor the coupon despite it not being valid for the item.
Brief Explanation:
Honoring an invalid coupon undermines store policies and can lead to inconsistencies in customer service. It's important to adhere to established guidelines while assisting the customer.
Question 2
A customer attempts to use multiple coupons on a single item, exceeding the store's coupon policy. They become upset when informed. What is the LEAST effective way to handle this situation?
- A. Calmly explain the store's coupon policy and its limitations.
- B. Allow the customer to use all the coupons to avoid conflict.
- C. Offer to help the customer understand how to maximize their savings within policy limits.
- D. Provide information on where to find the store's coupon policy for future reference.
Answer:
B. Allow the customer to use all the coupons to avoid conflict.
Brief Explanation:
Permitting the use of multiple coupons against store policy can lead to inconsistencies and potential losses. It's crucial to enforce policies while maintaining a positive customer experience.
Question 3
A customer is unaware of the store's digital coupon system and feels frustrated. What is the LEAST helpful response?
- A. Direct them to the store's website for more information.
- B. Offer to assist them in setting up and using the digital coupon system.
- C. Inform them that digital coupons are the only way to receive discounts.
- D. Provide a brief overview of how the digital coupon system works.
Answer:
C. Inform them that digital coupons are the only way to receive discounts.
Brief Explanation:
Telling a customer that digital coupons are the sole method for discounts without offering assistance can lead to frustration. Providing support or alternatives is more customer-friendly.
Question 4
A customer complains that the store's coupon policies are too restrictive and threatens to shop elsewhere. What is the LEAST advisable action?
- A. Listen to their concerns and explain the reasons behind the policies.
- B. Offer a one-time exception to retain their business.
- C. Dismiss their complaint and adhere strictly to the policies.
- D. Suggest alternative ways they can save within the existing policies.
Answer:
C. Dismiss their complaint and adhere strictly to the policies.
Brief Explanation:
Ignoring customer feedback can lead to dissatisfaction and loss of business. It's important to acknowledge concerns and seek mutually beneficial solutions.