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

"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 unsure of the best decision, I would ask my supervisor for clarification."

"I have some dispute resolution training from my previous retail position and fully believe that flexibility needs to be offered in extreme situations. While I feel that Waitrose's 30-day return policy is more than fair, there may be situations where a customer could not return the item in that time frame. If unsure where the company stood on a return, I would ask my manager for clarification."

Focus on reviewing Waitrose's return policy before your interview. Then you can be better prepared to formulate your response.