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