"In my current position at a home furnishings retailer, I had a customer who had just purchased her first home but had no idea where to start with furnishings. She had always relied on roommates and partners for home decor. I spent some time getting to know her personality and interests; then I went around the store and collected some items I thought she might like that would suit her home and get her started. She was excited about the items I chose, and we had a great time."

"Last week, a customer called the store sounding extremely upset. He insisted that the tablet we sold him wasn't working right. I listened to his complaint and sympathized with his frustration. Typically, we instruct customers to come in and speak to our techs when issues like this occur, but this customer wanted a more immediate solution. Even though I am a sales associate and am not usually responsible for helping customers with problems like this, I knew the customer wouldn't want me to transfer them. I am familiar with the brand of tablet he purchased, and after he described the problem, I realized he hadn't set it up correctly. I explained the problem and talked him through a simple solution. When his tablet started working correctly, he thanked me for working with him despite his anger."