A Woman Returns a Formal Dress to Your Store, Asking

question 25

Multiple Choice

A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to refuse her request for a refund?

• A)State that company policy prevents you from accepting the return but that if you had anything to say about it, you'd take it back, no questions asked.
• B)Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her.
• C)Challenge the woman to try on the dress and prove that it doesn't fit.
• D)Use humor to soften the blow of your refusal.

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Definitions:

Glucagon

A hormone produced by the pancreas that increases blood glucose levels by stimulating the liver to break down glycogen into glucose.

Pancreas

A glandular organ located in the abdomen that plays an essential role in digestion and blood sugar regulation, by secreting digestive enzymes and insulin.

Antidiuretic Hormone

A hormone secreted by the pituitary gland that helps control the balance of water in the body by reducing the amount of water excreted in the urine.

Neural Control

The regulation of body functions and responses through the nervous system, involving the brain, spinal cord, and peripheral nerves.