4350. How would you respond if a customer asks for an item that is not in the store?

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Description

Interviewer

Describe how you would handle a situation where a customer requests an item that we currently do not have available in the store.

Skill Assessed
  • 1. Customer Service : Shows ability to handle customer inquiries positively and professionally, even when the exact item is not available.

  • 2. Communication : Demonstrates effective verbal and non-verbal communication skills in delivering the message to the customer.

  • 3. Problem Solving : Evaluates the ability to offer alternatives or solutions when a direct request cannot be fulfilled.

  • 4. Adaptability : Reflects on the candidate's capacity to adapt to unexpected situations and customer needs.

Purpose
  • 1. Customer Focus : Assesses the candidate's mindset on prioritizing customer satisfaction and retaining customer loyalty in challenging situations.

  • 2. Resourcefulness : Looks at the candidate's ability to think on their feet and use available resources to solve customer issues.

  • 3. Composure : Evaluates how the candidate maintains a calm and professional demeanor when faced with customer requests that cannot be immediately met.

  • 4. Empathy : Inspects the ability to understand and share the feelings of the customer, creating a positive experience even when the answer is no.


Hints
  • 1. Provide a positive alternative : Focus on what you can offer instead of what is missing. Suggest similar products or inform about the possibility of future availability.

  • 2. Demonstrate empathy : Use language that expresses understanding for the customer's disappointment and assures them that their needs are important.

  • 3. Keep the door open : Encourage the customer to return by mentioning new inventory, loyalty programs, or other reasons to come back to the store.

Tags
Topics: 
Communication
Problem Solving
Roles: 
Barista
Companies: 
Starbucks
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