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List the KSA that is being rated. Pick another KSA for the same job and develop two situations and 3 scored response stems.

a. A disgruntled customer is returning a damaged suit jacket he bought the previous week that he needed for an event that night. He is extremely upset. What do you do?

b. A person walks into your store and mentions that she has just moved into the area and that this is the first time she has visited your store. What would you do to make her a customer now and a loyal customer in the future?

c. You're working alone because two people called in sick. Suddenly, five customers walk into your department at once. What do you do?

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