Question

A couple is returning a duplicate serving platter they received as a wedding gift. They have a receipt for the item, entitling them to a full refund, but your store manager is trying to reduce the number of cash refunds given on returns. Which of the following is an associate's BEST option for handling the return?

A) Offer a Store Credit
B) Insist on a Cash Refund
C) Explain the Store Policy
D) Call the Store Manager

Answer 1

The associate should first explain the store's return policy, then offer store credit in line with the manager's wishes to reduce cash refunds, and finally, if necessary, call the store manager for further resolution while keeping customer satisfaction in mind.

Step-by-step explanation:

In managing the return of a duplicate serving platter with a receipt for a cash refund, the associate's best option, in this case, may not necessarily be the most straightforward due to the store manager wanting to reduce the number of cash refunds. The associate should aim to balance customer satisfaction with the manager's directives. The optimal steps are:

1. Explain the Store Policy: Start by explaining the store's return policy, ensuring the couple understands their rights and the usual procedures for returns.
2. Offer a Store Credit: Since the manager prefers to minimize cash refunds, suggest store credit as an option. Make sure the couple understands the benefits of this alternative, particularly if they're likely to make future purchases at the store.
3. Call the Store Manager: If the couple insists on a cash refund as per their receipt rights and are not satisfied with the options provided, the associate should escalate the situation by calling the store manager for a resolution.

Throughout this process, the associate should maintain a professional and friendly demeanor, working towards a solution that respects the customer's preference and the store's interests.