it depends on the situation and on the kind of responsability I have in the problem. I usually try to solve the problem the better I can if it is my responsability; if not, I have to contact the manager in order to get the permission to procede and solve the situation.
It was an anti-aging cream from the most basic range of L'Oréal. So I described someone I know that I think would use this cream. Basically they want to see your sensitivity regarding cosmetic products.