Retail Mock Interview
Practice 30 Retail interview questions covering customer service, sales scenarios, and team dynamics.
Question 23 of 30
If a customer demands to speak to a manager, what do you do?
How to Answer
Example Answer
Community Answers
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.
This situation could happen to anyone, and it doesn't necessarily mean that you've done something wrong. However, your manager's time shouldn't be spent on petty concerns, which is why most retail associates receive training in dispute resolution. Talk to the interviewer about the action you would take in this scenario. If you have training in dispute resolution, this question is a great time to mention your training.
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 make to take my dispute resolution training and do everything on my level before escalating an issue to a manager. I'd apologize to the customer if they were not satisfied and ask if we could come to a resolution at the associate level. My managers' time is important so I would only escalate if it were truly the only option remaining."
Interview Coach
Jaymie
A real coach, not AI. I read every answer myself and write back with personalized feedback.
Typically responds within 24 hours.
0 - Character Count
Anonymous Answer
I like to be respectful of everyone's time. I would like to be able to resolve small disputes and be mindful of the manager's time. I feel as though I lack experience in dispute resolution. So would need proper training in this area.
Jaymie's Feedback
It's okay to let the interviewer know that you lack experience in this area. You could also reassure them that you would follow the policy as perhaps it's policy that anytime a customer asks for a manager, you immediately call for them. Or maybe they have a specific de-escalation process for you to follow based on the customer's complaint or situation. It's okay to admit that you may need additional training; just be sure to make your commitment to learning and growing in this area clear.
Unlock All 30 Retail Questions
Prepare for situational questions that retail hiring managers ask most often.
Get StartedJump to Question