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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
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 bricksandmortar
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: point
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