In a department store, Kathy, an experienced sales associate, clashes with new employee Sophia over customer service approaches. Kathy prefers a traditional sales model, while Sophia focuses on understanding customer needs. When a customer faces issues with a gift card, Sophia tries to help, leading to more tension. The store manager introduces a new clothing line and designer Lily Knight, who praises Sophia's service. As a result, Sophia is promoted to department manager, while Kathy is demoted to dressing room attendant, highlighting the value of empathy in sales.