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Retail & hospitality
Customer service
Serving customers at retail stores
Learning goal
Learn how to work with customers on a daily basis in retail stores
Main character
Sales assistant
The arena
Retail store
See all story elements
Game goal
Ask for help from the store manager when customer requirements are outside of your job responsibilities
Main obstacle
A customer requests a refund
Successful ending
You call the store manager to handle the refund
Unsuccessful ending
You do the refund yourself and make a mistake
Other characters
Customer, store manager
Retail & hospitality
Customer service

Serving customers at retail stores

You are a sales assistant in a retail store and your shift for the day just started. You go about your daily routine which includes greeting customers when they enter the store, answering product questions, assisting customers in selecting the right product and stacking shelves whenever needed.

Later during the day, a customer approaches you and asks for a refund for a purchased product. They look agitated and in a rush. It is up to you to decide whether you’ll take the situation into your own hands and handle the refund, or redirect the customer to the store manager.

If you handle it yourself, you may refund the money without asking whether they still have the receipt or you may do it properly, but the store manager gets angry because this is not your job responsibility. If you redirect them to the store manager, they’ll handle the situation accordingly.

At the end of this training, you should be prepared to work as a sales assistant in retail stores and be familiar with your daily responsibilities.

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