How would you handle these situation? What would you do?

1.Your bookstore advertises that it can find any book ever printed, as it has a reputation of being able to find books that no one else can. The customers dont know how your bookstore finds these rare books. You have some connections with booksellers around the world, but you have to pay a finders fee to the other booksellers. The general pricing rule is, the rarer the book, the higher the cost.

A customer has entered your bookstore and asks for a rare, difficult-to-find book. The customer is housesitting for her wealthy uncle who has a priceless collection of rare books. Unfortunately, her three-year-old son pulled all the pages out of one of these books. The customer wants to replace the book before her uncle returns in one week. She does not understand the problems and costs involved in replacing a rare book. You inquire through your network and discover that the book can be replaced at a cost of $10,000 and delivery in three months. She is almost hysterical because she suspects that it could be expensive to replace and she promised her uncle that her young son would be kept away from the books. How are you going to tell her about the cost and delivery time involved?

2. The customer has received an invoice, which lists several charges that the customer is willing to pay. However, the customer is disputing one of the charges. The customer was promised a price reduction on one of the items by the original salesperson, who has left the company. The invoice does not show the reduced price that was promised to the customer. There is no record of a promise being made to the customer. , and the old salesperson was not authorized to give the price reduction, which is against company policy. The customer is now very angry and is threatening to move his business somewhere else.