3763. How would you handle a situation where a customer combined two offers that can't be combined?

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Description

Interviewer

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?

Skill Assessed
  • 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.

Purpose
  • 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.


Hints
  • 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.

Tags
Topics: 
Communication
Conflict Resolution
Roles: 
Cashier
Companies: 
Walmart
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