You'll need to familiarize yourself with Brunnings Warehouse's returns and exchange policy. It is reasonably fair, managed to prevent shrinkage or scams, but set up to deliver customer assurance and satisfaction. The policy is very clear. You'll inevitably come across customers who want to argue with store policy. Assure the interviewer that you can handle a situation like this with poise while not only making the customer happy but also protecting the company's assets, which include not only the product and company's earnings, but maintaining a customer's brand loyalty as well.