Most customer concerns are ultimately based on either _________ or _________.
1. value/availability
2. quality/reliability
3. cost/value
4. value/need
7. The first step in addressing any customer concern is to _______________________
1. explain the value of the accessory.
2. confirm your understanding of their concern.
3. explain that you would not expect the customer to purchase an accessory if he or she did not see the value.
4. offer a reasonable solution.