At Adidas we have a very clear return policy. How would you handle a customer who was arguing with you about a potential return?
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"Return policies are meant to be followed; however, there may be some exceptions allowed from time to time. I feel that having a satisfied customer is most important and sometimes refusing a return is not worth the bad word of mouth or risk of negative online review. There is a fine balance between being accommodating and being a pushover. If I was unsure of the best decision, I would ask my supervisor for clarification."
"I have some dispute resolution training from my previous retail position and fully believe that flexibility needs to be offered in extreme situations."
As a retail employee you will come across customers who want to argue with store policy. Assure the interviewer that you can handle a situation like this with poise while keeping the customer happy, and keeping the needs of the company in mind as well.
We have a strong employee honesty program in place at Adidas to prevent loss. What would you do if you discovered that a co-worker was stealing product or money?
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"My reaction to employee theft would differ if I were a retail associate or a retail manager. If I was a manager and caught an employee stealing, I would terminate them immediately. If I were an associate, I would report the incident according to company protocol. I would avoid approaching the employee as I would not want to make it a personal issue."
"I value honesty so if I saw a co-worker stealing, I would tell my manager immediately. Do you have a process in place for reporting these types of situations?"
Loss prevention initiatives are incredibly important in the retail sector. Discuss with the interviewer how you would handle a situation surrounding employee theft.
Be sure to avoid sounding self-righteous in your answer. Be diplomatic and refer to company protocol in these situations.
adidas AG is a Germany-based producer of sportswear and sports equipment. The Company operates globally. adidas AG offers its products through three main brands. The adidas brand covers footwear, apparel and hardware in two segments: the Sport Performance segment develops modern products, focusing on running, football, basketball, tennis and training, and the Sport Style segment is aimed at fashion-conscious consumers. The Reebok brand covers sports and lifestyle products in three segments: the Reebok segment offers footwear and apparel for men and women for sports and street, as well as hardware, such as bags and balls; the Reebok-CCM Hockey segment provides hockey equipment and apparel, and the Rockport segment offers dress, casual and outdoor footwear, and accessories. The TaylorMade-adidas Golf brand covers a range of golf clubs, accessories, footwear and apparel, marketed under the brand names TaylorMade, adidas Golf and Ashworth.