Facts Alice Richards is a salesclerk for an exclusive department store in Connec
ID: 2747221 • Letter: F
Question
Facts Alice Richards is a salesclerk for an exclusive department store in Connecticut. She was working in the children’s clothing department when an elderly woman, Carrie Johnson, entered the area and began to browse. Because part of her compensation is based on commissions and it had been a slow season, Richards was eager to help her. However, when Richards asked Johnson if she needed any help, Johnson replied, “No, I’m just looking for a new pocketbook.” When Richards attempted to direct Johnson to the pocketbooks, Johnson did not appear to respond. Puzzled, Richards began to wonder whether the woman was mentally alert.
Johnson picked out infant’s clothing and accessories worth approximately $250. At the cashier’s counter she exclaimed how lovely everything was and explained that the jumpers and bath toys would go well with the other new clothes she had purchased for her son, who would soon be back from a cruise in the Bahamas.
Worried that the woman did not know what she was purchasing, Richards asked her manager for assistance. The manager said that the sale should be completed, as long as the store’s credit policies were satisfied.
Social, Policy, and Ethical Considerations
1. What would you do?
2. What responsibility does a retail store have in stopping a sale where a
reasonable person would assume that the customer lacks capacity? What
business policies are appropriate?
3. What are the dangers in assuming a protective position? How can a retailer
avoid discrimination and extend appropriate protection?
4. What alternatives does a family have when an elderly member begins to lose
capacity?
Explanation / Answer
What would you do?
I would explain to the manager what I just witness and that Carrie Johnson is not mentally capable for purchasing products. Look for a family member of hers to assist her on this matter
What responsibility does a retail store have in stopping a sale where a
reasonable person would assume that the customer lacks capacity? What
business policies are appropriate?
Unfortunately as long as the customer has the funds to pay the retail store will conduct the sale.
A business policies appropriated for this scenario could be one that includes contacting a family member of the person who seems to not be mentally alert
What are the dangers in assuming a protective position?
The dangers are that perhaps the person doesn’t have any mental problem and the store can offend her by offering help
How can a retailer avoid discrimination and extend appropriate protection?
Making sure the customer has a mental illness before acting, making proving questions to the customer to analyze if there is a problem with him, start campaigns that encourages people to not leave alone people who is under mental problems to shop on the store
What alternatives does a family have when an elderly member begins to lose
capacity?
Family members need to spend more times with elderly, they need to go with them while shopping because they can’t do it on their own.
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