A customer brings a competitor's ad into your store and asks that you meet the advertised price. As a sales associate, what should you do FIRST?

A customer brings a competitor's ad into your store and asks that you meet the advertised price. As a sales associate, what should you do FIRST?

• A. Concentrate on what you already know and rely on your customers telling you about the new services.
• B. Wait until your supervisor sends you to a formal product knowledge training program.
• C. Read another competitors' brochures, looking for descriptions of similar services.
• D. Refer to your store's policy on meeting competitor's ads.

Answer: (D)

The first thing to do is to consult your store’s price-matching policy. This step is crucial because price matching is governed by official rules that ensure consistency and fairness for all customers. By checking the policy, you know exactly when a match is allowed, what documentation is needed (for example, a current competitor ad or screenshot), and any limits (such as the same product or model, in-store only, time frame, exclusions). This keeps you from making ad-hoc promises that could conflict with promotions, supplier agreements, or corporate pricing strategies. Once you’ve reviewed the policy, you can proceed with the appropriate steps if a match is permitted—verify the competitor’s ad details, confirm you’re comparing the same item, and follow the exact process outlined by the policy. If the policy does not allow a match in this situation, you can politely explain why and offer alternatives (like applicable promotions, loyalty discounts, or other value-added services). This approach protects both you and the store and ensures the customer experience remains fair and clear.

The first thing to do is to consult your store’s price-matching policy. This step is crucial because price matching is governed by official rules that ensure consistency and fairness for all customers. By checking the policy, you know exactly when a match is allowed, what documentation is needed (for example, a current competitor ad or screenshot), and any limits (such as the same product or model, in-store only, time frame, exclusions). This keeps you from making ad-hoc promises that could conflict with promotions, supplier agreements, or corporate pricing strategies.

Once you’ve reviewed the policy, you can proceed with the appropriate steps if a match is permitted—verify the competitor’s ad details, confirm you’re comparing the same item, and follow the exact process outlined by the policy. If the policy does not allow a match in this situation, you can politely explain why and offer alternatives (like applicable promotions, loyalty discounts, or other value-added services). This approach protects both you and the store and ensures the customer experience remains fair and clear.