A sales associate engages a customer looking at high end power tools and using a smartphone. How can the associate BEST use this technology to engage the customer?

A sales associate engages a customer looking at high end power tools and using a smartphone. How can the associate BEST use this technology to engage the customer?

• A. After building rapport with the customer, show where customer reviews for the tools are located on the store's website.
• B. Apologetically inform the customer that the store does not match the competitor prices that he may be seeing online.
• C. Show the customer where to access the monthly schedule of power tool demos and explain how to reserve a seat.
• D. Assess the customer's knowledge of online coupons and offer the dates when coupons for tools are usually published.

Answer: (A)

Using a smartphone to access and point toward customer reviews on the store’s site is a strong way to engage a buyer of high-end tools. When a product is pricey, shoppers look for independent verification of performance, durability, and value. Showing where reviews live gives the customer a credible, quickly accessible source of evidence from other users, helping them compare features and outcomes without only hearing the sales pitch. It also positions you as a helpful guide who respects the customer's need to make an informed choice, which can build trust and reduce hesitation near a big purchase. The in-the-moment use of their own device to pull up reviews turns the conversation into a collaborative information-gathering moment rather than a one-sided pitch. Other digital options can be useful, but they don’t directly tie the customer’s smartphone use to practical, purchase-relevant validation about the tool itself.

Using a smartphone to access and point toward customer reviews on the store’s site is a strong way to engage a buyer of high-end tools. When a product is pricey, shoppers look for independent verification of performance, durability, and value. Showing where reviews live gives the customer a credible, quickly accessible source of evidence from other users, helping them compare features and outcomes without only hearing the sales pitch. It also positions you as a helpful guide who respects the customer's need to make an informed choice, which can build trust and reduce hesitation near a big purchase. The in-the-moment use of their own device to pull up reviews turns the conversation into a collaborative information-gathering moment rather than a one-sided pitch. Other digital options can be useful, but they don’t directly tie the customer’s smartphone use to practical, purchase-relevant validation about the tool itself.