How should you respond to a mispriced item for a guest?

• A. Ignore the price difference and complete the sale at the posted price.
• B. Refuse to honor the misprice and ask the guest to pay the posted price.
• C. Apologize, correct the price if policy allows, and document the incident for audit.
• D. Offer a courtesy discount and proceed with sale without noting the incident.

Answer: (C)

When a price is mispriced, the right approach is to acknowledge the error, correct the price if policy allows, and document the incident for audit. Start by apologizing to the guest to show empathy and maintain trust. Then, if policy permits, adjust the price to the correct amount and inform the guest of the change. Finally, record the incident in the system or a designated log so there’s an audit trail. This combo preserves pricing integrity, supports customer goodwill, and provides accountability for future reference.

Ignoring the difference and proceeding at the posted price undermines pricing accuracy and can create financial and policy issues. Refusing to honor the misprice and insisting the guest pays the posted price damages trust and may violate store policy. Offering a courtesy discount without documenting the incident bypasses controls and can lead to inconsistent practices, which is why documentation and policy alignment are essential.