A customer asks for a manager due to a price discrepancy at checkout. What steps should you take to resolve it while maintaining trust?

A customer asks for a manager due to a price discrepancy at checkout. What steps should you take to resolve it while maintaining trust?

• A. Ignore the discrepancy and proceed with the displayed price.
• B. Tell the customer to contact corporate for pricing issues.
• C. Verify item price, check shelf tag, review promotion terms, authorize correction if permitted, apologize for the confusion, process adjustment, document.
• D. Remove the item from sale and offer no remedy.

Answer: (C)

Handling a price discrepancy at checkout is about validating the price, honoring valid promotions, and communicating clearly to preserve trust. Start by verifying the item's price in the system and comparing it with the shelf tag and any current promotion terms. If the shelf tag or promotion shows a different price than what’s at the register, determine whether the store policy allows a price correction for this item and, if so, authorize the adjustment. Then apologize for the confusion, apply the correct price at the register, and complete the sale with the adjusted amount. Finally, document what happened—item, prices involved, promotion terms, and who approved the change—to help prevent future discrepancies. This approach shows accountability, ensures the customer isn’t overcharged, and builds trust by handling the issue promptly and transparently. Choosing to ignore the discrepancy or directing the customer elsewhere delays resolution and erodes trust, while removing the item without offering a remedy leaves the customer dissatisfied.

Handling a price discrepancy at checkout is about validating the price, honoring valid promotions, and communicating clearly to preserve trust. Start by verifying the item's price in the system and comparing it with the shelf tag and any current promotion terms. If the shelf tag or promotion shows a different price than what’s at the register, determine whether the store policy allows a price correction for this item and, if so, authorize the adjustment. Then apologize for the confusion, apply the correct price at the register, and complete the sale with the adjusted amount. Finally, document what happened—item, prices involved, promotion terms, and who approved the change—to help prevent future discrepancies. This approach shows accountability, ensures the customer isn’t overcharged, and builds trust by handling the issue promptly and transparently.

Choosing to ignore the discrepancy or directing the customer elsewhere delays resolution and erodes trust, while removing the item without offering a remedy leaves the customer dissatisfied.