Pair Work Scenario #2 Customer walks in with a coffee maker. It is damaged and the customer wants to return it for a new one They need it right away, and the store has no more of that model in stock The next model the customer could take is over $70 in cost to the customer The customer wants the better model for the price they already paid, a straight exchange The salesperson cannot do this They can order a new machine of the original model and have it delive tomorrow, They canreturn the ong notitem, then offer the upgrade ! off the sticker price