Holt Renfrew Mock Interview
Practice 32 Holt Renfrew interview questions covering luxury retail expertise, client service excellence, and fashion industry knowledge.
Question 4 of 32
At Holt, Renfrew & Co., Limited 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 know that return policies are meant to be followed; however, there would sometime be an exception. I feel that a satisfied customer is most important, and the risk of refusing a return isn't worth the bad word of mouth or negative online reviews. If I was unsure of the situation, I would ask my supervisor for clarification.
Rachelle's Feedback
Offering flexibility is always important in a retail environment. Be sure to specifically refer to Holt Renfrew's return policy when giving your answer. This will show that you have done your research and understand the extent of their customer service offering. I have provided an example below.
"I understand that Holt Renfrew offers a generous 30-day return policy; however, there may be times when an exception needs to be made. If I had a customer who was arguing about a potential return, I would find flexibility where I could. Often, the risk of refusing a return isn't worth the bad word of mouth or negative online review. If I were entirely unsure of the situation, I would ask my supervisor for clarification and assistance."
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