US - You can't say Susan grasped that task as when questioned about why they should be paying to take away the desk she suddently stopped, looked all confused and backtracked. If she had fully grasped the task then she would have told everyone straight away that the reason why she wanted to pay the customer the money for them, not ummed and arred, and been full of self doubt. She didn't carry any conviction over it whatsoever
This. She clearly got the wrong end of the stick, and only looked good in hindsight when the other team hadn't charged. It was her naivity that made her suggest it, not her intelligence - in most cases, you would charge people.