Sam Gagnon was new in his role as a regional manager in the jewelry industry. He

wanted to learn as much as he could and was particularly interested in hearing about

customer challenges in Ontario, the district assigned to him by head office. At a recent

conference in Toronto, he attended a panel discussion in which customers expressed

their concerns about the integrity of some sales representatives and the claims they

sometimes made. Gagnon was concerned about the legal implications of false or

misleading representations. He was also well aware of the ease with which customers

could accomplish their purchases via online platforms, meaning the bricks$-$and$-$mortar

retail experience needed to be flawless. He left the conference thinking about how best

to convey this information to his staff.

What are two or three points Gagnon might make in discussing the notion of consumer

protection with his staff?

Value: $1$ point