CASPer Sample Question with Expert Answers #1

Prompt:

Imagine you're an employee at a retail store, and you overhear a conversation between a customer and another employee at the cash register. The customer wants to return an item but doesn't have the receipt and claims to have paid in cash. Although the customer assures she bought the item at your store, your colleague says that store policy doesn't allow refunds over $20 without a receipt. The customer explains that she urgently needs the refund for her daughter's prescription medication. The manager, who can override the policy, is away until next week. Your colleague, who has less experience than you, seeks your advice.

Questions:

1. What do you tell the other employee – approve the refund or follow store policy? Justify your answer.

First, it's essential to empathize with the customer and understand the dilemma without compromising the store policy. Begin by gathering more information and expressing gratitude for the customer's patience. Talk with the customer in a non-judgmental, understanding, and supportive way, and if possible, move the conversation to a private area. Investigate when and where the customer bought the item and check the store policy for any flexibility regarding refunds without receipts. Reach out to another store branch or your manager, if possible, for guidance.

Based on the collected information, if the customer did buy the item from your store and you can refund them in cash, either due to a discretionary rule or store policy leeway, go ahead and complete the refund. If unable to provide the refund, apologize and do your best to help the customer. Suggest seeking medical help at the emergency department for life-threatening conditions, talking to the pharmacist about payment plans or cheaper generic medication, and contacting the family physician for alternative medication options or support programs.

1. Suppose you advise the newer employee not to give the refund, but she does it anyway. Do you report this to your supervisor? Why or why not?

It depends on store policy and your responsibilities as an employee. If a discretionary rule allows the refund and the employee has a valid reason, there's no need to report her. Instead, encourage her to document the event and report it to management. If it's against the rules and your advice aligns with store policy, give her the chance to report her actions to the manager. Remind her of her ethical responsibility and the importance of adhering to company standards. If she doesn't report the incident, take the initiative and inform the manager.

1. If you were asked to establish a refund policy for a new store, what aspects would you consider?

Creating a refund policy should prioritize customer satisfaction while protecting the store's interests. Collect input from customers, employees, and upper management through surveys and research refund policies at other stores. Make the policy transparent, simple, and customer-friendly. Clearly display the policy online and in-store, train employees to understand and explain it, and limit the policy to a few straightforward rules.

Additionally, offer electronic and printed receipts, making it easier for customers to keep track of their purchases. With customer consent, create an in-house database to look up purchase history, ensuring their privacy is respected. Implement a "no questions asked" policy for returns, demonstrating trust and commitment to customer satisfaction.

Analysis: What makes these answers strong?

1. Not taking prompts at face value: The responses show critical thinking by not acting prematurely based on assumptions and seeking more information.
2. Identifying the need for additional information: The answers highlight the importance of gathering more information and demonstrate the ability to consider multiple outcomes and repercussions.
3. Acknowledging multiple perspectives: The responses take into account both the store policy and the customer's needs, showing open