OPSM Pty Limited Mock Interview
Practice 32 OPSM interview questions covering customer care, optical knowledge, and retail skills.
Question 4 of 32
At Opsm Pty 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 believe that return policies are required to be followed; however, I believe that customer satisfaction is also extremely important, so in extreme cases overriding the return policy is better in the long run for the company to mitigate any negative feedback about the business. If I am unsure of the best decision to take, asking a supervisor for clarification is the best course of action.
Rachelle's Feedback
Nice! You show a strong understanding of customer satisfaction and that sometimes it requires flexibility. The fact that you would look to your supervisor for support when needed is a great point to make in your answer. Well done.
Anonymous Answer
I will follow the OPSM policy for this kind of situation. It's important to be flexible and take the situation into consideration. Nowadays, everyone can give bad reviews online if their needs are not met. So if I don't know how to handle the situation, I will ask my supervisor.
Rachelle's Feedback
You show a smart approach by asking your supervisor for guidance if you were unsure of the best action to take. You mention that some situations need flexibility. To further personalize your answer, it's a good idea to include a story of a time when you encountered a situation with a customer who was unhappy about a return policy.
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