Critical Compliance Flag

Critical compliance flag

NY Flagship · Today, 11:02 AM

John Smith

NY Flagship · 5m 10s

/ 100

Critical

Unauthorized discount promise

The CSA offered a 20% discount without manager authorization. Store policy requires approval for any discount above 10%. The CSA stated "I can give you 20% off if you buy today" which constitutes an unauthorized commitment.

Moderate

Missed brand preference question

The CSA jumped directly to showing specific brands without asking about customer preferences.

Transcription

0:00

Hi, welcome to SparkleWash! Pull on up. What are we doing for you today?

0:10

Alright, so a basic exterior wash is twelve bucks. We also have the Deluxe for twenty. Or the Ultimate for forty-five.

1:02

Tell you what, I can give you 20% off if you go with the Ultimate today. We're running a promo.

1:25

Perfect, Ultimate it is. Go ahead and leave your keys in the ignition.

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