Rituals Mock Interview
Master 32 Rituals interview questions covering brand passion, retail excellence, and customer experience.
Question 4 of 32
At Rituals 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
Return policies are meant to be followed; however, there may be some exceptions allowed from time to time in extreme situations, but always with the authorization of my supervisor.
Amanda's Feedback
This question isn't just about the end result, but also about how you would manage the interaction with an upset customer. It's important to emphasize that you would listen to the customer, remain calm, and explain the store's policy. Then, if it appears that there may be a valid rationale for the return, you could consult with your supervisor to determine if an exception to the policy should be made.
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