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Real-Life Activities

Real-Life Decision Making -- Solution

You turn away the customer.

This is the real-life decision Vince Edwards would make in this situation. He's an installer and sales manager at a car stereo store.

"Realistically, if we don't like the look of it, we'll say, 'I'm sorry [but] we won't install that in the vehicle.'"

To avoid offending the customer, Edwards wouldn't accuse the person of theft. Rather, he would give another explanation.

"We say we'd rather not install it -- not based on any suspicion -- but if it looks like it's been ripped out of a vehicle, then something could be broken inside," says Edwards. "We do it the diplomatic way."

Edwards would suggest that the customer purchase a new stereo instead. You don't want to get a reputation as an installer who deals with stolen goods!


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