Harrods - Good afternoon, customer services, [name] speaking. How may I help you?
Mktg - Hi, I'm just looking to check something with you. I
live in London and I was looking to come into the store and get some advice on a TV system I'm getting for my home. When you get advice, are you obliged to purchase the products?
Harrods - No. If you just come in and you see something you like, and you want some information on it, then they can just talk you through the information.
Mktg - So you're not legally bound to purchase that product or anything like that.
Harrods - No, no.
Mktg - Oh sorry, I was just a little confused because of an ad I've seen on the Underground that talks about someone called Piers - I think there's a reference to Dixons.
Harrods - Oh, OK. If you come in and you just want some general information on some merchandise, then our sales assistants will be more than happy to give you that.
Mktg - I know it sounds a bit cheeky, but you can get the
advice in-store and then go and purchase it online elsewhere?
Harrods - Yes. I suppose it depends on what kind of advice you wanted. If it's just general information about the product, then to the best of their knowledge, they'll advise you on that.
Mktg - So you don't need to sign anything then?
Harrods - No.
Mktg - OK. I've seen that a lot of people do that and then go and buy it online at Dixons and places like that. So I just wanted to check you still gave consumers advice.
Harrods - Yes.
Mktg - OK, well thanks for your time.
Harrods - No problem, have a good day.
Verdict
Despite my awkward questions, the call-handler remained calm and polite, and said that free advice was available in-store from shop assistants. In keeping with the principles of good customer service, she made sure to point out that the assistants would help me as best they could, even if I planned to take the advice on board and purchase the product elsewhere.
Score: 8/10