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About the Case

Ian Freeman is at the department store to purchase his groceries and household items. He came across a promotion offer for dishwasher liquids detergents. The offer said, ‘Buy 1 Get 1 Free’. Ian knew he would soon be running out of dishwasher detergent and found the offer to be quite attractive.  

In the dishwasher detergent section of the store, a salesperson told him that the offer was not applicable on the brand he had wanted to purchase. Ian is angry. He had clearly seen the promotion offer and wants to know why brand names were not mentioned. 

As a salesperson at the store you need to understand Ian’s problem and try to solve it. You need to bear in mind that he is the customer and accordingly employ techniques to help him. Remember, customer satisfaction and customer retention are valuable skills for a salesperson.

Learning Objectives:
  • Develop effective communication skills to deliver accurate information
  • Develop problem-solving skills to effectively manage a difficult case
  • Attentively listen to customer complaints and employ means to solve the issue
  • Develop customer retention skills to ensure repeat sales
AI Human
Skills Assessed
  • Effective Communication Skills
  • Conflict Resolution Techniques
  • Problem-Solving Abilities
  • Assertiveness and Confidence
  • Customer retention

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Misunderstood Promotion Offer

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