Sysco Mock Interview
Practice 35 Sysco interview questions covering foodservice operations, customer relationships, and logistics expertise.
Question 4 of 35
At Sysco, 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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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
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 adhering to the company's needs. When a customer's approach or expectations contradict a company policy, it is crucial to examine the true meaning of the adage - the customer is always right. The true meaning is that the customer is always listened to, heard, empathized with, and handled with respect and care. This doesn't mean they are always right and should be granted their every demand. It means they are valued and treated with consideration, respect, and appreciation. But a customer service representative is truly a representative of a brand, and the core responsibility is to be true to the brand. Considering these points, and the company's return policy, communicate how you handled such situations along these lines with care while protecting the company's assets.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"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 reviews. 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."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"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 begin by listening to what the customer has to say; then, I will explain to the customer our return policy. If the customer is upset, I will calmly explain our policy further into detail and do my best to satisfy the customer and make sure that the customer is happy.
Rachelle's Feedback
It's good that you would remain calm and proceed to clarify further while also listening to the customer.
Anonymous Answer
I would follow the corporate policy that should have already been communicated to the customer when they signed up for service.
Stephanie's Feedback
It's clear that you take adhering to corporate policy seriously, but given the fact that this question mentions the customer arguing with you, I suggest your revise your response slightly to show how you would de-escalate the situation with the customer (attending to their needs, active listening, involving your supervisor if necessary.)
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