Noel Leeming Group Limited Mock Interview
Practice 32 Noel Leeming interview questions covering retail expertise, customer service, and tech product knowledge.
Question 4 of 32
At Noel Leeming Group 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 would ensure to the customer that the policies are in place for a reason but in special situations things can be accepted. Keeping a calm manner is always important to me. Generally, I would never allow for a customer to leave upset by the dispute. As a customer service rep, I would recommend my supervisor for a better take on disputes I cannot control.
Rachelle's Feedback
Escalating situations to your supervisor is a smart move if the situation becomes one that you are not comfortable handling. If you have any dispute resolution or objection training, this is a great time to mention it. If you have a story of a time when you handled a customer dispute regarding a return policy, you could also tell a brief story.
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