QUESTION 4 OF 32

At REI, we have a very clear return policy. How would you handle a customer who was arguing with you about a potential return?

REI has a 100% Satisfaction Guarantee for the majority of our products, but from time to time customers may try to return items that don't meet the criteria for this return policy. Talk to the interviewer about how you would respond to a customer who wanted to argue with you about making a return.

"First, I would tell the customer that REI's return policy is extremely generous, and there are very few exceptions to the 100% Satisfaction Guarantee. If they were trying to return an item that didn't meet the criteria, I would gently but firmly tell the customer we can't accept the return. If they continued to argue and were becoming combative or aggressive, I would get my manager involved."

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REI Mock Interview

At REI, 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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32 REI Interview Questions & Answers