Fundamentals of Selling 13th Edition by Charles Futrell

Exercise 16

You have just learned that one of your customers, Tom's Discount Store, has received a shipment of faulty goods from your warehouse. The total cost of the merchandise is $2,500. Your company has a returned goods policy that allows you to return only $500 worth of your product at one time unless a reciprocal order is placed. What would you do
A) Call Tom's and say you will be out to inspect the shipment in a couple of days.
B) Ask Tom's staff to patch up what they can and sell it at a reduced cost in an upcoming clearance sale.
C) Send the merchandise back to your warehouse and credit Tom's account for the price of the damaged goods.
D) Go to Tom's as soon as possible that day, check the shipment to see if there are any undamaged goods that can be put on the shelf, take a replacement order from Tom's manager, and phone in the order immediately.
E) Call your regional sales manager and ask what to do.