Question

A customer that you have seen in the store a lot wants to return a digital camera that he says is not working properly. The warranty on the product has expired, so he is not eligible for a refund or exchange. You recall hearing that some exceptions have been made, as there have been multiple complaints about this product. What should you do?

A) Politely inform the customer that the warranty has expired and no refund or exchange is possible.
B) Offer to investigate the issue further and check if any recent exceptions have been made for similar cases.
C) Suggest the customer contact the manufacturer for possible resolution.
D) Apologize for the inconvenience and provide a store credit for the value of the camera.

Answer 1

When dealing with a customer wanting to return a product with an expired warranty, you can either inform them about the expired warranty, check for recent exceptions, suggest contacting the manufacturer, or offer store credit. The best approach depends on the situation. The correct option is A) Politely inform the customer that the warranty has expired and no refund or exchange is possible.

Step-by-step explanation:

When dealing with a customer who wants to return a product with an expired warranty, there are a few options you can consider. Option A) would be to politely inform the customer that the warranty has expired and no refund or exchange is possible.

Option B) would be to offer to investigate the issue further and check if any recent exceptions have been made for similar cases.

Option C) would be to suggest that the customer contact the manufacturer for a possible resolution. Option D) would be to apologize for the inconvenience and provide a store credit for the value of the camera.

Each option has its own advantages and disadvantages, so you must choose the best approach based on the specific situation and customer relationship. The correct option is A) Politely inform the customer that the warranty has expired and no refund or exchange is possible.