Choose the best option that meets the customer’s needs and explain your reason.

You are the service advisor at Sunshine Tire & Wheel. A customer arrives on the back of a tow truck with a flat left front tire. She is very concerned because she only has $300 available to spend and she needs a complete new set of four top-of-the-line tires. You know that the top-of-the-line tires retail for $100 each and mounting, balancing, and alignment is an additional $100. You want to keep a satisfied customer but if you meet the stated needs you will have to cut your prices dramatically or risk losing this order and all of her future business.

You decide

Please choose the best option from the list below that meets the customer’s needs and explain your reason.

a. Find a way to cut your price (and your profit) to meet her needs by selling her four top-of-the-line tires, mounting and balancing and a 4-wheel alignment in order to keep her business and her goodwill.

b. Tell her that you can meet her needs but that the lowest you can go for the 4 tires and labor is $500 + tax and she will have to take it or leave it.

c. Offer to sell two top-of-the-line tires, mounting, balancing, and aligning the car all at $300 + tax (your normal retail price) along with explaining that you can match these new tires with the same brand and tread pattern as is currently on the car.

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