Retail Customer Service Course: Complaints, returns and exchanges

1. Pergunta 1 de 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
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   Resposta: B. Listen to the whole story without interrupting

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

2. Pergunta 2 de 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."
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   Resposta: 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. Pergunta 3 de 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
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   Resposta: 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. Pergunta 4 de 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
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   Resposta: 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. Pergunta 5 de 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
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   Resposta: 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. Pergunta 6 de 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
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   Resposta: 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. Pergunta 7 de 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
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   Resposta: 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. Pergunta 8 de 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
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   Resposta: 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. Pergunta 9 de 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
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   Resposta: 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. Pergunta 10 de 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
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    Resposta: 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. Pergunta 11 de 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
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    Resposta: 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. Pergunta 12 de 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
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    Resposta: 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. Pergunta 13 de 16

    Which privacy law covers most retailers in Canada?

    • AThe Canadian Human Rights Act
    • BThe Consumer Protection Act
    • CThe Competition Act
    • DPIPEDA
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    Resposta: D. PIPEDA

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

14. Pergunta 14 de 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?

    Rule	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
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    Resposta: 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. Pergunta 15 de 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?

    Rule	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
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    Resposta: 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. Pergunta 16 de 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?

    Rule	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
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    Resposta: 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.

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