Instructions: Please answer the following questions individually after reading Chapter 10 (page 400) Work it Out 10.2 Problem Solving paragraph.

1. What questions would you ask to clarify the situation?
2. How would you handle the problem?
3. Would you speak with the manager about changing the current store refund policy? Yes/ No? Why or why not? Explain.

(inted COME 400 PART FOUR Retaining Customers awan O WORK IT OUT 10.2 (item) you as Problem Solving Working in teams of three or four members, decide on a course of action to re- solve the problem posed in the following scenario. You have been a cashier at Gifts Galore for a little over one month. A customer comes into your gift shop and wants to return a lamp that she says she purchased from your store as a gift for a wedding. Apparently, she discovered later that the intended recipient al- ready had a lamp exactly like the one she bought. She tells you that she remem- bers the salesperson, Brittney, because her daughter's name is spelled the same way. You know that Brittney used to work at the gift shop but quit about the time you started. The customer has no receipt, and you do not recognize the product as one that your store sells. You are empowered to make exchanges and give refunds up to a product value of $50. The customer says the lamp was $49.95 before tax. Store policy says that the customer must have a receipt if a refund is to be made, otherwise, a store credit is issued. The customer is not happy about this policy. What questions would you ask to clarify the situation? How would you handle the