Retail Customer Service Course: Complaints, returns and exchanges

1. Vraag 1 van 16

   What is the first step in handling a customer complaint?

   • AOffer a refund right away
   • BListen to the whole story without interrupting
   • CRead out the store's return policy word for word
   • DCall the manager over
   Toon antwoord

   Antwoord: B. Listen to the whole story without interrupting

   Listening first shows respect and gives you the facts you need to solve the problem.

2. Vraag 2 van 16

   Which is the best apology for a customer's bad experience?

   • A"I'm sorry you feel that way, but there's nothing I can do."
   • B"I'm sorry this happened. Let's see how I can fix it."
   • C"Sorry, it's not my fault."
   • D"Sorry, but that's our policy."
   Toon antwoord

   Antwoord: B. "I'm sorry this happened. Let's see how I can fix it."

   A good apology acknowledges the experience and moves toward a solution, without excuses or blame.

3. Vraag 3 van 16

   Why should you avoid promising a customer something you cannot deliver?

   • APromises are illegal under provincial consumer law
   • BOnly managers may speak to customers
   • CCustomers never remember promises
   • DA broken promise makes the problem worse
   Toon antwoord

   Antwoord: D. A broken promise makes the problem worse

   CCOHS advises not to make promises you cannot keep. If the fix is outside your authority, bring in a supervisor.

4. Vraag 4 van 16

   In Ontario, does the Consumer Protection Act give customers a general right to return goods?

   • AYes, within 30 days of purchase
   • BNo; the store's terms and policy usually decide
   • CYes, but only for clothing and shoes
   • DYes, within 14 days if the customer has a receipt
   Toon antwoord

   Antwoord: B. No; the store's terms and policy usually decide

   Ontario says the Consumer Protection Act does not provide a general right to return or exchange goods, and retailers do not have to offer refunds.

5. Vraag 5 van 16

   In Ontario, a salesperson told a customer that a vacuum works well on carpet, but the maker says it is for hard floors only. What can the customer do?

   • AOnly send it to the maker for repair
   • BOnly exchange it for the same vacuum
   • CAsk for a refund because the product was misrepresented
   • DNothing, as long as the store has a no-returns sign posted
   Toon antwoord

   Antwoord: C. Ask for a refund because the product was misrepresented

   Ontario's consumer guidance says customers have the right to ask for a refund if a business misrepresents its product.

6. Vraag 6 van 16

   In Quebec, a customer wants to return a lamp that works fine because they changed their mind. What does the law say?

   • AThe merchant must refund it within 10 days
   • BThe merchant is not required to accept it
   • CThe merchant must exchange it for any item
   • DThe merchant must give store credit
   Toon antwoord

   Antwoord: B. The merchant is not required to accept it

   For a non-defective item, Quebec's Office de la protection du consommateur says the law does not require merchants to grant an exchange or refund.

7. Vraag 7 van 16

   A Quebec store has an exchange and refund policy. What must the store do?

   • AApply it only to regular customers
   • BFollow the rules of its own policy
   • CChange it for each customer
   • DIgnore it on busy days
   Toon antwoord

   Antwoord: B. Follow the rules of its own policy

   Quebec merchants do not have to have a policy, but if they have one, they set the conditions and must follow them.

8. Vraag 8 van 16

   Under Quebec's legal warranty, goods must be usable for their normal purpose. What else must they do?

   • ALast a reasonable time and match their description
   • BCost less than the maker's list price
   • CCome with a written store warranty
   • DBe returnable for any reason for 30 days after the sale
   Toon antwoord

   Antwoord: A. Last a reasonable time and match their description

   Quebec's legal warranties apply automatically: goods must be usable for normal use, last a reasonable time and match their description.

9. Vraag 9 van 16

   A customer in Quebec brings back a defective blender. The clerk says, "You have to call the manufacturer, not us." Is the clerk right?

   • AYes; only the manufacturer is responsible for defects
   • BYes, unless the customer has a receipt
   • CNo; only the merchant is responsible
   • DNo; they can go to the merchant, the maker or both
   Toon antwoord

   Antwoord: D. No; they can go to the merchant, the maker or both

   Under Quebec's legal warranties, the customer can claim from the merchant, the manufacturer or both, and the merchant cannot require them to deal with the manufacturer.

10. Vraag 10 van 16

    What should staff tell customers before they buy a final-sale item?

    • AThat it comes with a longer warranty
    • BNothing, because the receipt already explains it
    • CThat its price may change next week
    • DThat it cannot be returned or exchanged
    Toon antwoord

    Antwoord: D. That it cannot be returned or exchanged

    Mention important limits before the sale. Ontario's consumer guidance tells customers to find out a store's return policy before they buy.

11. Vraag 11 van 16

    Why do stores often ask for ID when a customer returns an item without a receipt?

    • ABecause provincial law requires it
    • BTo add the customer to a mailing list
    • CTo help make sure the return is genuine
    • DTo check that the customer is an adult before refunding
    Toon antwoord

    Antwoord: C. To help make sure the return is genuine

    Retailers say checking ID helps confirm that a return is legitimate and helps prevent return fraud.

12. Vraag 12 van 16

    A customer returns a sweater without a receipt. Which ID check is the least privacy-invasive?

    • AWriting the licence number on the slip
    • BPhotocopying the licence and keeping it in the file
    • CLooking at the licence without recording anything
    • DScanning the licence's barcode
    Toon antwoord

    Antwoord: C. Looking at the licence without recording anything

    The Office of the Privacy Commissioner says recording, copying, scanning or swiping a licence can't be justified for most business purposes; looking at it is less invasive.

13. Vraag 13 van 16

    Which privacy law covers most retailers in Canada?

    • AThe Canadian Human Rights Act
    • BThe Consumer Protection Act
    • CThe Competition Act
    • DPIPEDA
    Toon antwoord

    Antwoord: D. PIPEDA

    Most retailers are covered by the federal PIPEDA. British Columbia, Alberta and Quebec have their own private-sector privacy laws.

14. Vraag 14 van 16

    Use the store policy in the table. A customer returns opened earbuds bought 10 days ago for $80, with the receipt. How much is refunded?

    Regel	Details
    With receipt, within 30 days	Full refund to the original payment method
    No receipt	Store credit only, for the lowest selling price in the last 30 days; ID is looked at, not recorded
    Opened electronics	Returns within 15 days, with a 15% restocking fee
    Final-sale items (marked at checkout)	No returns or exchanges
    Product not as described or defective	Call a supervisor to review

    • A$12.00
    • B$68.00
    • C$72.00
    • D$80.00
    Toon antwoord

    Antwoord: B. $68.00

    Opened electronics can be returned within 15 days with a 15% restocking fee: 15% of $80 is $12, and $80 − $12 = $68.

15. Vraag 15 van 16

    Use the store policy in the table. A customer has no receipt for a backpack. It sold for $60, but the lowest price in the last 30 days was $45. What can you offer?

    Regel	Details
    With receipt, within 30 days	Full refund to the original payment method
    No receipt	Store credit only, for the lowest selling price in the last 30 days; ID is looked at, not recorded
    Opened electronics	Returns within 15 days, with a 15% restocking fee
    Final-sale items (marked at checkout)	No returns or exchanges
    Product not as described or defective	Call a supervisor to review

    • AA $45 cash refund
    • B$60 in store credit
    • CA $60 refund to their card
    • D$45 in store credit
    Toon antwoord

    Antwoord: D. $45 in store credit

    Without a receipt, the policy gives store credit only, at the lowest selling price in the last 30 days.

16. Vraag 16 van 16

    Use the store policy in the table. A customer bought an unopened tent 35 days ago, has the receipt, and changed their mind. What is the best response?

    Regel	Details
    With receipt, within 30 days	Full refund to the original payment method
    No receipt	Store credit only, for the lowest selling price in the last 30 days; ID is looked at, not recorded
    Opened electronics	Returns within 15 days, with a 15% restocking fee
    Final-sale items (marked at checkout)	No returns or exchanges
    Product not as described or defective	Call a supervisor to review

    • AGive store credit for the full price
    • BRefund it minus a 15% restocking fee
    • CExplain that the 30-day limit has passed
    • DGive a full refund, since they have a receipt
    Toon antwoord

    Antwoord: C. Explain that the 30-day limit has passed

    The policy allows refunds with a receipt only within 30 days. Explain this calmly, and call a supervisor if the customer asks for an exception.

Toetsenbord: 1–4 om te antwoorden, Enter voor de volgende vraag.