Dollar Tree Mock Interview
Practice 32 Dollar Tree interview questions covering customer service, merchandising, and retail operations.
Question 4 of 32
At Dollar Tree 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
I have lots of customer service background, and sometimes you have to be flexible to take care of the situation.
Lauren's Feedback
This is a good start. There is a way to use your response as a way for the interviewer to see how you handle pressure or a difficult customer. I suggest adding more detail and facts about yourself to stand out from other applicants.
Having many years in customer service, I have become accustomed to working with challenging or distressed customers. I am calm under pressure and do not take things personally. I would listen to the customer and explain the store's return policy in a calm, matter-of-fact manner. My job is not to argue with the customer or dismiss their concerns. I am as flexible as I can be in the situation, and I know that the way I respond and communicate can greatly impact the outcome of the transaction.
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