Three Scenarios

Lesson 8

Retail Academy · Scenario Practice

Choose a scenario

Three scenarios. Three different kinds of difficult customer moment. Each has decision points — not just right or wrong answers, but choices with consequences.

The return without a receipt

Full LEAP sequence

The wrong item. Already fuming before they arrive.

Focus: Act immediately

Not a complaint. Just rudeness.

Focus: Partner. The hardest case.

Download all three scenarios to make notes as you go along:

SCENARIO 1: The return without a receipt

SCENARIO 2: The wrong item. Already fuming before they arrive.

SCENARIO 3: Not a complaint. Just rudeness.

Are you ready to practice your new skills?