What is the first action you should take when you receive a customer complaint about a mispriced item at checkout?

• A. Explain store policy and refuse refund.
• B. Listen to the customer, apologize, and verify the price against the tag, signage, and system.
• C. Immediately offer a discount without checking the price.
• D. Ask another associate to handle.

Answer: (B)

When a customer brings up a mispriced item, start by showing you’re listening and apologizing for the confusion. Then verify the price by checking three sources: the tag on the item, the aisle signage, and the price in the POS system. This approach matters because it relies on multiple, official price points to determine the correct amount, which helps you be fair and prevent arguing about which source is right. If the sources show a mismatch or confirm the misprice, you can honor the correct price according to store policy and explain clearly to the customer. This method builds trust and keeps the checkout moving smoothly.

Rushing to offer a discount without checking, refusing the refund, or passing the task to someone else without addressing it first can escalate the situation or lead to incorrect pricing. They don’t address the root issue or show proactive customer service like the verification step does.