Retail Mock Interview
Practice 30 Retail interview questions covering customer service, sales scenarios, and team dynamics.
Question 28 of 30
Have you ever broken company rules to make a customer happy?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Breaking the rules, and bending them, CAN be different from each other. Often, retail organizations are okay with you bending the rules to keep a customer happy. You need to know your audience, though! If the company is very stringent regarding its policies and procedures, then approach this question with caution. If the organization is well known for being flexible, you can indeed be more flexible with your answer.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I have been trained to know that rules and policy are there for a reason. If I were not sure what to do or were asked to break or bend a rule, I would refer to my employee manual or ask a manager to assist."
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Jaymie
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Anonymous Answer
There was a customer who had only received part of his order because of a miscommunication with a co-worker of mine. I had to explain the situation to my manager and try to smooth over the situation as the customer felt they were being blamed. I added some free high-float to his order to make sure his balloons didn't deflate too quickly like the ones that were left behind.
Jaymie's Feedback
Customer satisfaction is important, but the interviewer may use this question to gauge if you would break the rules or policies. Be sure to explain that you would follow the process for customer complaints and would speak to your manager if you had any questions about the policy or felt like a customer was asking you to do something you were not authorized to do.
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