You are a manager at a retail store. It’s early morning and you just opened the doors for the day. Customers start walking in and the sales assistants greet them, while you’re doing some last checks if everything is in place after last week’s discount.
After a few hours, one of the store cashiers approaches you and explains there is a customer demanding last week’s discount and they need you to handle the situation.
You greet the customer and ask how you can help. The customer explains she personally saw this piece on discount last week and claims you’re trying to manipulate and take her money. Furthermore, the queue behind her grows more impatient.
The challenge is to properly handle this situation and make sure she comes back again at your store. If you give her a discount, then everyone else in the queue may request one as well. If you, don’t she may never come back.
At the end of this training, you should be able to properly handle difficult customers.