Urban Outfitters Mock Interview
Practice 32 Urban Outfitters interview questions covering retail style, brand culture, and customer connection.
Question 4 of 32
At Urban Outfitters 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 is a technical and creative writer with experience in career development and resume/cover letter building.
As an Urban Outfitters 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 making the customer happy and keeping the needs of the company in mind as well.
Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.
"I know that return policies are set for a reason, and being a good team-member means abiding by all of the rules and policies of the company. I've been in situations in the past where customers were angry with me about a policy I had no control over; when that happens, I just have to listen patiently, not take their criticism personally, and work with them to find a solution to their problem that aligns with the company's policies."
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Anonymous Answer
Company policies exist for a reason, and I would calmly explain this to the customer. Depending on the circumstances, a company-approved flexible offering may be due, such as an extension on the return deadline or a one-time special return. This would be rare, though.
Rachelle's Feedback
Well said, and well delivered. Your response is a perfect blend of being customer-centric while respecting the company's policies.
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