Question

Saddle Up, a small tack store in Massachusetts, stresses a culture of excellent customer service. To ensure customer satisfaction, the store allows customers to return most items hassle-free, even certain items that have been opened and used, such as boots, helmets, and saddles, as long as they are still in good condition. The store has a bargain section at the back of the store to sell returned items at lower prices. However, certain items, such as vet supplies, fly spray, supplements, and tack cleaning supplies, can only be returned if they are still sealed. In implementing its return policy, the store trusts its employees to:

a. always check with the corporate office before accepting a return.
b. ask customers for detailed reasons for their returns.
c. use their best judgment.
d. adhere to strict guidelines.
e. only take back items that are in new condition.

Answer 1

Answer:

The correct option is C, use their best judgement

Explanation:

Option A is wrong as there was no requirement stipulating that they need to check with the corporate office before accepting a return.

Option B is also wrong based on the point above.

Option C is correct as the employees are given the opportunity to use their best judgement in determining whether or not an item is still in good condition.

Option D is also wrong because there was no pointer to strict adherence to guidelines.

Lastly, option E is wrong because good condition is not the same new condition.

Answer 2

Answer:

The correct answer is letter "C": use their best judgment.

Explanation:

Merchandise return policies are the different terms and conditions companies follow at the moment of receiving items that could be damaged and need to be replaced or objects that did not fulfill customers' expectations. Some stores could be very strict on following return policies while some others are more flexible to ensure clients will continue to do business with them.

Thus, in the example given, "Saddle Up" relies on its employees' best judgments at the moment to apply return policies since they take items that could have signals of being used to be resold at lower prices. Store employees should use their own criteria to determine how good are the conditions of those items to be offered again and leave the store with some profits.