You Must Refuse a Customer's Request to Return an Item

question 26

Multiple Choice

You must refuse a customer's request to return an item. What should you do first? 

• A)Decide what communication channel to use.
• B)Consult with your company's legal staff.
• C)Think about how the receiver will react to your refusal.
• D)Try to get a colleague to deliver the bad news for you.

---

Definitions:

Involuntary Responses

Reflex actions or responses that occur without conscious control, typically as automatic reactions to stimuli.

Voluntary Responses

Actions that are performed intentionally or with conscious control, often in contrast to reflexive or automatic responses.

Association

A connection or link between thoughts, ideas, or concepts, often used in psychology to explain memory and learning processes.

Punishers

Stimuli that follow a behavior and decrease the likelihood of that behavior being repeated in the future.