Select the statement that appropriately sets customer expectations when fixing an issue.

Question

Options

• A"Repairing this component is easy. We never fail to do it in less than four hours."
• B"I promise to have the product ready by midday tomorrow."
• C"We currently do not have that part in stock. I can call you as soon as the part arrives."
• D"Our courier always delivers on time."

• A
  14% (6)
• B
  5% (2)
• C
  75% (33)
• D
  7% (3)

Explanation

Option C correctly sets customer expectations by being honest about a current limitation (no stock) while offering a concrete next step (a callback when the part arrives). It avoids making promises that depend on factors outside the technician's control, giving the customer a realistic picture without leaving them in the dark.

Why the distractors fail:

• A uses absolute language ("never fail," "less than four hours"), which is a guarantee that external factors (part complexity, delays) can easily break - overpromising is a classic expectation-setting trap.
• B makes a firm deadline promise ("by midday tomorrow") without any stated qualification or caveat, which could easily be broken and damages trust if missed.
• D claims the courier "always delivers on time" - a third-party logistics claim the company cannot control or guarantee, making it a hollow and risky statement.

Memory tip: Look for the answer that combines honesty about what can't be done right now with a clear, actionable commitment about what will happen next. The correct choice never overpromises - it under-promises and sets a specific follow-up action.

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