Product Out of Stock

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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Define assessment rubrics
Select a character of your choice
Define user and character roles
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Product Out of Stock

Character’s Role

Customer

User’s Role

Salesperson

Scenario Location

Grocery Store

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No technical knowledge required.