Podcast
Questions and Answers
Why does the customer want to return the sweater?
Why does the customer want to return the sweater?
- Because she doesn't like it anymore (correct)
- Because it has a defect
- Because it was not the right size
- Because it was not the right color
What is the time limit for refunds or exchanges according to the store's policy?
What is the time limit for refunds or exchanges according to the store's policy?
- 28 days of purchase (correct)
- 14 days of purchase
- 21 days of purchase
- 30 days of purchase
What does the customer claim to have told the sales clerk when she bought the sweater?
What does the customer claim to have told the sales clerk when she bought the sweater?
- That she would wear it every day
- That she was buying it as a gift
- That she didn't live in the area and might not be able to return it within 28 days (correct)
- That she wanted a refund
Why does the sales clerk refuse to accept the return of the sweater?
Why does the sales clerk refuse to accept the return of the sweater?
What does the customer initially say is the problem with the sweater?
What does the customer initially say is the problem with the sweater?
What is the customer's size, according to the conversation?
What is the customer's size, according to the conversation?
Why does the sales clerk refuse to exchange the item?
Why does the sales clerk refuse to exchange the item?
What is the main reason for the sales clerk's concern about the return policy?
What is the main reason for the sales clerk's concern about the return policy?
What does the customer want to do initially?
What does the customer want to do initially?
What is the sales clerk's attitude towards the customer's frustration?
What is the sales clerk's attitude towards the customer's frustration?
What is the outcome of the customer's request to speak to the manager?
What is the outcome of the customer's request to speak to the manager?
What is the customer's final action in the conversation?
What is the customer's final action in the conversation?
Study Notes
Return Policy Issue
- Customer attempts to return a sweater to a store, citing it no longer fits their taste.
- Customer provides receipt, which shows purchase date in March, but it's currently July.
Store Policy
- Store has a 28-day return policy, clearly stated on the receipt.
- Refunds or exchanges are only possible within 28 days of purchase.
Dispute between Customer and Sales Clerk
- Customer claims they informed the sales clerk at the time of purchase that they might not be able to return the item within 28 days, but were told not to worry.
- Sales clerk doubts this, stating that staff members are fully trained and aware of the return policy.
Resolution Attempts
- Customer tries to return the sweater, citing it's too big, but sales clerk refuses, citing the store's policy and the item being from last season's collection.
- Sales clerk explains that the store needs to protect itself from items that can't be resold due to late returns.
Conflict Escalation
- Customer becomes frustrated and asks to speak to the manager, only to discover that the sales clerk is the manager.
- Customer ultimately leaves the store, unable to return the sweater.
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Description
A customer returns a sweater to a store, but the sales clerk explains the store's return policy. The customer wants to exchange or get a refund, but the time has passed.
