![]() ![]() Question 2: If you decide to abide by store policy, how could you refuse the refund in a way that shows empathy for the customer?įirstly, I would confirm whether the customer still has the receipt. Meanwhile, this act of kindness could bolster the store’s reputation and long-term success. The cost of the toy is likely not significant, so it wouldn’t harm the company’s finances. I want to show the father that both the company and myself empathize with his situation. As the store manager, I have been entrusted with the discretion to make difficult decisions that both protect the business and uphold exceptional service. Question 1 : As the store manager, would you give this customer a refund? Why or why not? The employee turns to you and asks for your input on the situation. He asks for an exception, just this once, just because his daughter’s health is at risk. The employee stands her ground, repeating that she can’t give him a refund without the receipt. He really needs the refund because his daughter came down with pneumonia and he needs the money to fill her prescription. The man says that store credit just won’t do. Apologetic, the employee explains that she can’t give him a refund without the receipt. When asked if he has his receipt, he says that he doesn’t have one but he definitely bought the toy here. The customer asks to return a toy he bought recently. You are the store manager at a toy store and you overhear the following interaction between a customer and one of your employees at the front desk. The scenarios we selected are all in text format, unlike the actual CASPer exam which, again, will use both text-based and video scenarios. We’ve provided sample responses for three of their practice questions. We’re drawing our questions from the ones provided by Altus. Today, we’re going to go over a few CASPer sample questions and answers. If you want to learn more about the test, you can read all about the breakdown of the two sections and why it’s a useful assessment tool in one of our previous blog posts.
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