Business English: A Practice Book by Rose Buhlig

1. What is the advantage of the policy shown in the following suggestion

from _System_? The manager of a retail establishment says: "We never refuse to refund money. If a dissatisfied customer returns a purchase, before we ask what the trouble is we refund his money gladly. When he is free to walk out of the store with his money, we try to find the source of the trouble. Generally we can adjust the difficulty and make a sale."