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About the Case

Zuri Jones is looking for something on a shelf at the grocery store. You notice that she is unable to find what she wants. As the store’s salesperson, you offer to help her. Zuri tells you that she is looking for whole wheat elbow pasta and she is not able to find it. 

Your job is to help Zuri find the pasta and if it is out of stock, help her with substitutes so that she is able to complete her shopping. 

Learning Objectives:
  • Actively listen to understand the customer’s requirement 
  • Provide appropriate product details to customer 
  • Express genuine concern for customer’s needs and preferences 
  • Use persuasive techniques to offer alternate options 
  • Develop adaptability to accommodate changing circumstances
Skills Assessed
  • Effective Communication Skills 
  • Problem-Solving Abilities 
  • Empathetic Approach 
  • Persuasion 
  • Adaptability 

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