Bravissimo Ltd. Mock Interview
Practice 32 Bravissimo Ltd. interview questions covering retail expertise, customer service, and brand passion.
Question 4 of 32
At Bravissimo Ltd. 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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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
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.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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 were unsure of the best decision, I would ask my supervisor for clarification."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I have some dispute resolution training from my previous retail position and fully believe that flexibility needs to be offered in extreme situations."
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Anonymous Answer
While following a company's return policy is important, there are situations that require flexibility and this may be one of them. It may not be worth risking a negative customer experience for a return. Bad experiences are talked about more often than good ones. If I was unsure which decision to make, I would ask my supervisor for guidance.
Marcie's Feedback
Awesome! This is a great answer because it shows how customer-focused you are. It also shows that you're open-minded and flexible. Great job!
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