If a customer was looking for a particular book that we did not have, how would you turn that into a sale?

"I have a two-part solution when a customer wants a product that we do not have in stock. I would offer to order the book for them. Then, I ask the customer what they are currently reading and how far into the book they are. If they are nearing the finish, I will recommend a similar book to that one and suggest they purchase it. This way, the customer leaves with something to read while they await their special order. I have upsold the customer, and the customer leaves happy. Win-win, in my opinion!"

The interviewer would like to know that you can create alternate scenarios that will help the customer, and create a sale, at the same time. Show that you can think critically, actively make new book recommendations, and upsell.

"There are a few customer care techniques I apply to keep a positive customer experience. First, I will compliment the customer for their interest in such a great book. If I have read it, I will make a personal recommendation for a similar book. Next, where applicable, I will custom order this book for the client online, delivered to the store or their home."