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Retail Mock Interview

Question 25 of 30 for our Retail Mock Interview

Retail was updated by on March 23rd, 2021. Learn more here.

Question 25 of 30

Describe a situation when you received a negative customer reaction. How did you react?

"There was a time that I had to refuse a customer's unreasonable return request due to company policy. To appease the customer, I empathized with their situation and communicated a willingness to help them find an alternative. In the end, the customer agreed to a small store credit rather than a full refund."

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How to Answer: Describe a situation when you received a negative customer reaction. How did you react?

Advice and answer examples written specifically for a Retail job interview.

  • 25. Describe a situation when you received a negative customer reaction. How did you react?

      How to Answer

      The interviewer wants to know that you would continue to work hard to find a solution, despite receiving an adverse customer reaction. Everybody faces bad days and negative customer experiences. What is most important is the way you react to the problem. For this question, give a detailed story-based response outlining a real-life scenario that you have encountered while working in retail. If you are new to your career, you can give a hypothetical example outlining how you plan to react in this situation.

      Written by Rachelle Enns on February 16th, 2021

      Answer Example

      "There was a time that I had to refuse a customer's unreasonable return request due to company policy. To appease the customer, I empathized with their situation and communicated a willingness to help them find an alternative. In the end, the customer agreed to a small store credit rather than a full refund."

      Written by Rachelle Enns on February 16th, 2021

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "If products were out of stock I would try to come up with solutions for customers, so they found something similar to their first choice. It was common for people to want pink balloons for example. I would remember what pink balloons we had so even if the larger mylar weren't in stock the smaller mylar, less expensive would perhaps work."

      Jaymie's Feedback

      Naturally, customers respond negatively when items they want aren't in stock. It sounds like you have a plan in place to prepare for that situation, and you're knowledgeable about alternative solutions. Good job!

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