A customer shows an ad from another store with a lower price. What should you do first?

The appropriate first step when a customer presents an advertisement from a competitor showcasing a lower price is to refer to your store's policy on price matching. This approach demonstrates that you are committed to following established guidelines, ensuring consistency in how customers are treated when price comparisons arise.

By consulting the store's policy, you can determine whether your store offers a price-matching guarantee or related options. This allows you to respond to the customer's request in a way that is accurate and aligned with your company's practices. It also prepares you to address the customer’s concerns with a clear, professional response based on company protocol, promoting trust and transparency.

While engaging with the customer about quality differences or options like matching the price may be important later in the conversation, starting with the policy provides a strong foundation for your response and helps maintain the integrity of your store's pricing strategy.