Case study: Read the following case study and then complete the role play:

Listen!

$$Good morning. I brought this book here on Saturday morning and...?"

$"$I$\text{'}$m sorry Madam, but our store policy forbids credits or exchanges on books."

$$I understand that, but what I$$m trying to tell you is that when I got home and examined the book, I found...$$

$$Madam$,$ we often have people coming in and saying that they have discovered that they already had a copy of the book at home, but our policy is not to credit or exchange.$$

$$If you would just listen to me for a moment, I will explain what my problem is$,$ I...$$

$$I know that it$$s inconvenient for you, but please understand that if we were to offer credits and exchanges, then people would buy books on Saturday, read them over the weekend and then return them on Mondays, so we just...$$

$$Keep quiet! Just keep quiet and listen! I am not a thief, or a liar, or a cheat. If you would shut up long enough to hear me out, you would understand. This book is faulty. It has about forty blank, unprinted pages in it$.$ I want to exchange it for a GOOD one, not cheat you. Can you hear that?$$

Role play: Based on the case study above, give the salesperson feedback on his performance using the sandwich method.

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