Shoppers Drug Mart Mock Interview

Practice 28 Shoppers Drug Mart interview questions covering customer service, pharmacy operations, and retail excellence.

Question 4 of 28

At Shoppers Drug Mart 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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Jordan Henry

Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.

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.

Jordan Henry

Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.

"I think it's important to really hear what's going on behind a customer's complaint, whether they're expressing frustration about an attempted return or some other element of their shopping experience. A customer's frustration or upset is a signal to me to slow down and take the time to really listen. Most of the time, customers just want to know that their frustrations are heard and appreciated; if I stay positive, helpful, and understanding, usually the customer leaves feeling cared for even if they weren't able to return their ineligible item."

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