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About the Case

Alexis Tanner is married and lives with her husband Christian. She is at the departmental store to shop for groceries and household provisions. After having got everything on her shopping list, he heads to the checkout counter to complete the billing and head home.  

When the cashier swipes the card a message pops up that the transaction has been declined. Alexis is surprised and insists that there are enough funds to make the purchase and insists on making purchases with that card.  

As a cashier at the billing counter, you need to ensure the smooth functioning of store activities and ensure a satisfied and happy customer. 

Learning Objectives:
  • Develop problem-solving skills to effectively troubleshoot payment issues 
  • Enhance communication skills to interact tactfully and professionally with customers 
  • Learn techniques for managing potentially confrontational situations  
  • Cultivate empathy and patience to understand and address customers’ concerns 
Skills Assessed
  • Effective Communication Skills
  • Presence of Mind
  • Problem-Solving Abilities
  • Technical Proficiency 
  • Empathy and Patience 

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