A customer wants to match a lower price for a cordless drill; the competitor's drill lacks a carrying case while your model includes one. What is the BEST response?

• A. Apologize to the customer that the store's policy does not allow price matches on website deals.
• B. Using the information on the company's website, explain the product similarities and differences.
• C. Show the customer another drill at the lower price point that does not include a carrying case.
• D. Request that the customer first confirm that the competitor still has that same drill in stock.

Answer: (B)

This item tests handling price matching when a feature difference exists and how to communicate value clearly. The best move is to rely on official product information to explain what each drill offers and how they differ. Using the company’s website data ensures an accurate, objective comparison and highlights the added value of including a carrying case with your drill. This helps the customer see why the higher price may be justified and supports an informed decision rather than just chasing a lower price. It also keeps the conversation aligned with factual details and avoids promising features or policies you can’t guarantee. Other options miss the point by focusing on policy, offering a cheaper alternative that omits the case, or adding busywork like stock checks without addressing the feature gap.