More inspiration
Retail & hospitality
Customer service
Soft skills
Talk to a customer that demands a discount
Learning goal
How to deal with difficult customers
Main character
Sales employee
The arena
Fashion retail store
See all story elements
Game goal
De-escalate the situation
Main obstacle
The customer requesting the discount
Successful ending
The customer leaves the store happy
Unsuccessful ending
The customer is not satisfied and never returns
Other characters
Other customers in the store
Retail & hospitality
Customer service
Soft skills

Talk to a customer that demands a discount

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.

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