What steps should you take if a customer requests a price override?

• A. Document rationale, inform customer, and request supervisor approval.
• B. Follow policy, seek supervisor approval, and document the rationale.
• C. Ignore policy and approve any price requested.
• D. Deny all price overrides without documentation.

Answer: (B)

When a price override is requested, the essential idea is to maintain proper controls: follow the established policy, involve the right oversight, and keep an auditable record of why the exception was made. This approach protects margins and fairness, while also ensuring accountability.

Following policy ensures you apply consistent rules across all customers and situations. Bringing in a supervisor for approval provides a level of oversight for exceptions, reducing the chance of unauthorized discounts. Documenting the rationale creates a clear trail that explains why the override was granted, which can be reviewed later for compliance and to inform future decisions.

Other options fall short because ignoring policy eliminates the safeguards that keep pricing fair and consistent, and denying overrides without any documentation fails to address legitimate customer needs while still circumventing the proper process. One choice includes documenting the rationale and communicating with the customer, along with seeking supervisor approval, but it doesn’t explicitly emphasize adhering to policy first, which is the cornerstone of proper pricing controls.