3.06 CR-010 Posttest: Part II

Demonstrate your ability to handle customer complaints. To do this, assume the role of a salesperson at a department store. Your teacher or a classmate will assume the role of the complaining customer and will use the customer script below. Read the situation and the store policies to assist in preparing yourself to handle the complaint.

Situation:

A customer wishes to return a sweater purchased from your store. The sweater is a size medium (the customer’s regular size) but does not fit properly—it is too small. You should make every effort to satisfy the complaint. The next larger size is too large.

Applicable store policies:

• Product must have been bought in the store.
• Customer must have sales receipt.
• Clothes must be returned in the same condition in which they were purchased.
• Only managers can authorize cash refunds.

Customer script:

“I want to see the manager of this department! I’m not satisfied with this sweater, and I want action. I bought this sweater here last week, and I bought a medium, as I always do. When I tried it on at home, it was way too small. I want a sweater that fits or my money back!”