At Ann 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 Ann 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.
Ann Inc. is an American group of specialty apparel retail chain stores for women, headquartered in New York City. The stores offer classic styled suits, separates, dresses, shoes and accessories. The brand is marketed under four divisions: Ann Taylor, LOFT, Ann Taylor Factory and LOFT Outlet.
Richard Liebeskind, the founder of Ann Taylor, opened his first Ann Taylor store in New Haven, Connecticut in 1954. "Ann Taylor" was the name of a best-selling dress at the founder's father's store. Both the best-selling dress and the name Ann Taylor were given by the father to his son, Richard Liebeskind, for good luck. Liebeskind decided to go with the name Ann Taylor because Ann was considered a very New England name, and Taylor evoked the image of tailored clothing. The name supposedly created the ideal identity of classic women's apparel.