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About the Case

Megan Carter is a primary school teacher at a local school. With her active daily life in mind, she bought a pair of comfortable looking shoes from a local shoe store. Wanting to be sure that they would serve the purpose, she decided to try them on at home for a couple of days. Soon she realized that the fit was not comfortable. She went to the store to exchange them, but she was met with a negative response, citing the condition of the shoes. 

As the store manager handling this situation, you need to resolve the issue peacefully and professionally, following store policies and rules.

Learning Objectives:
  • Displaying active listening to pay full attention to customer’s concerns 
  • Being assertive but respectful while implementing stores policies 
  • Clearly communicating store policies to avoid misunderstandings 
  • Proposing alternate solutions to resolve the issue 
  • Employing negotiation skills to arrive at mutual agreement 
Workplace soft skills
Skills Assessed
  • Active Listening  
  • Assertiveness  
  • Clear Communication  
  • Problem Solving  
  • Negotiation 

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