How would you handle situations where a customer wants a refund or return without a valid receipt?
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Sample interview questions: How would you handle situations where a customer wants a refund or return without a valid receipt?
Sample answer:
- Acknowledge the Customer’s Concern:
- Begin by listening actively to the customer’s concerns.
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Acknowledge their frustration and show empathy for their situation.
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Verify the Customer’s Identity:
- Request photo identification from the customer to verify their identity.
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Check if the customer is recognizable by your staff or if they have a customer account with your store.
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Review Store Policies:
- Politely remind the customer of your store’s refund and return policies.
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Clearly explain any conditions or requirements for a refund or return without a receipt.
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Assess the Customer’s Purchase History:
- If possible, check the customer’s purchase history through your store’s records or loyalty program.
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This may help determine if they have a history of legitimate purchases.
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Offer Alternative Solutions:
- Suggest alternative solutions that are in line with your store’s policies.
- Consider options like exchanging the item for a different size, color, or style.
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Provide a store credit or gift card for the value of the item.
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Read full answer Source: https://hireabo.com/job/6_1_19/Fashion%20Retail%20Manager