1. What did the customer server do well in this "scenario” The customer server asked his customer what kind of jackets his customer was trying to purchase. This is helpful because if the customer server knows about the specific jacket that his customer is trying to purchase then he can follow up with her and tell her if it’s in stock or not. Additionally the customer server asked if she recieved a reciept online. This question is resourceful because the receipt will be proof of her purchase. He also says to her that the reality is that she needs something and they don’t have it. This proves that the customer server is listening into her needs and that he gives her frequent feedback in this negotiation process. He then tells her to let him come up with a solution that will work for her and then he goes on to explain what he has. After that he offers her a discount which is great in the negotiation process because he’s unbundling his product so the customer doesn’t go …show more content…
What did the customer server do wrong in this "scenario"? The customer server shouldn’t have corrected his customer when she said his name incorrectly, because that made the customer uncomfortable. Additionally it was improper of the customer server to tell the customer to calm down a little, because every customer that approaches a customer server has a need, and those customer are normally there to confront the customer server about something that went wrong. Furthermore, when the customer goes to talk, the customer server motions his hands in an upward direction as if to stop her from talking, and then he carries on with what he was going to say. Since her communication style is a directive, then he should of allowed her to be dominant in the conversation and answered her questions in order to get to results fast. She’s goal oriented so she came to see him to get her questions answered and leave. He tells her to leave the why alone. He should of answered her question instead of cutting her