During a weekly sale item, a customer reports a price discrepancy. What steps should you take to resolve the issue while protecting store margins?

• A. Immediately override the price without verification.
• B. Ignore the issue if it’s a weekly sale item.
• C. Listen to the customer, verify item, check POS, correct price if necessary, apply price override if approved, offer courtesy if appropriate, document the incident, review signage.
• D. Refer the customer to customer service desk and do nothing.

Answer: (C)

Resolving a weekly sale price discrepancy hinges on price integrity and customer service. Begin by listening to the customer to understand the concern, then verify the exact item by comparing its shelf tag, display, and SKU with what’s in the system. Check the POS to confirm the price currently captured at checkout. If the system or tag shows the wrong price, correct it on the register only after the proper verification and, if required by policy, obtain approval for a price override. This protects margins by ensuring only authorized price changes are applied. Offer a courtesy adjustment if permitted by policy to maintain goodwill without sacrificing profitability. Document the incident for accountability and review the signage to ensure the shelf tag or promo sign correctly reflects the sale price, preventing recurrence. This approach combines accurate verification, controlled pricing, customer care, and signage verification to resolve the issue effectively.