Topic: "Satisfied Customer?"

You have been working for 9 months in the management training program for a national department store chain. You are currently the assistant manager in the shoe department, working your way toward becoming manager within the year.

One day an elderly woman approaches one of your departmental salespeople wanting to return a pair of shoes she received as a gift. Your co-worker comes over to you, privately, because the tag is old and the shoes are no longer in stock, even though they have never been worn.

You approach the nice lady and ask how you may help her. She repeats that she received the shoes as a gift a couple of years ago and would like to return them. She adds that she would like a refund or an exchange.

After quickly considering your options, you key in the code from the shoe box and, sure enough, the register indicates that the shoe is no longer in inventory. No manager is available for consultation.

Would you give any type of refund or exchange to the woman? Why or why not?

What opportunities do you see in this transaction?

What pitfalls do you see in this transaction?