CASPer Practice Exam: How I Would Approach Scenario 1

I've made a video walking through how I'd approach the first CASPer practice scenario. My timed response is below, edited only for spelling and grammar. Remember, there's no single right answer in CASPer. What matters is how you get there.

Before you read my answer, try it yourself under timed conditions, then email your response to me at hello@gamsattutorials.org.

The scenario

A father wants a refund on a toy so he can buy medication for his sick child. He has no receipt. You are the store manager.

Question 1: What would you do?

I'd start by acknowledging how hard this must be for him and moving the conversation somewhere private, so he isn't explaining his personal circumstances in front of other customers.

Before deciding anything, I'd try to verify the purchase. Could he show me a bank statement or a photo from that day? I'd check our stock records to see whether the item was sold around then. I'd also look up the written store policy rather than going off memory, and see whether there's a regional manager I could call.

If I can verify the purchase and the policy gives me some discretion, I'd approve the refund, document everything and note why I made the exception. If there's no way to verify it and the policy is strict, I wouldn't give the refund. I'd explain why clearly and keep the focus on store policy, not on any suggestion that I don't believe him. Then I'd try to help in other practical ways. I'd ask whether he'd like to hear some alternatives before launching into them. These might include local pharmacies that offer compassionate dispensing, a nearby GP for a subsidised script, or the emergency department if his daughter gets any worse.

The main tension here is balancing real compassion with applying policy consistently. Both matter. Going outside policy without a good reason puts the store, my coworkers and my own job at risk.

Question 2: How would you communicate the refusal?

I'd keep it private, calm and direct, and explain the decision in terms of store policy, not distrust. The last thing this father needs is to feel accused on top of everything else. I'd ask whether he was open to hearing other options before offering them, because jumping straight to solutions can feel like you're trying to get rid of someone rather than help.

You can watch the full video walkthrough here.

My CASPer course is closed for 2026 while I rebuild it, and it will open again in 2027.