Description
Imagine you're at the register, and a customer presents you with two promotional offers; however, our store policy states that these offers cannot be combined. How would you address this situation with the customer?
1. Conflict Resolution : Ability to manage and resolve customer conflicts gracefully and professionally.
2. Communication : Effectively communicating store policies and the reason behind them to the customer.
3. Policy Adherence : Understanding and adhering to company policies, even under pressure from customers.
4. Customer Service : Being able to maintain a positive customer relationship even while enforcing rules.
1. Policy Interpretation : Assessing your knowledge of store policies and how you apply them in specific situations.
2. Calm Under Pressure : Evaluating your ability to remain calm and courteous when faced with a difficult customer situation.
3. Problem Solving : Gauging your capacity to find solutions that adhere to company policy while trying to satisfy customer expectations.
4. Negotiation Skills : Determining your ability to navigate customer expectations and finding a middle ground without breaking store policy.
1. Emphasize respect and understanding : Discuss how you would show empathy toward the customer's situation while explaining the limitations of the policy.
2. Suggest alternative solutions : Mention the possibility of offering the customer a different promotion or solution that is within the company's guidelines.
3. Stay poised : You should convey confidence in how you would maintain a professional demeanor throughout the interaction.