Retail Scenarios
A customer asks for an item that is out of stock. What would you do?
Politely inform the customer that it’s out of stock, check if it’s available in another location or online, and offer an alternative product if possible.
A customer is upset because their order is late. What would you do?
Listen calmly, empathize with their frustration, check the order status, and offer a solution or estimated timeline.
A coworker asks you to cover their task even though you are busy. What would you do?
Assess your priorities, explain your current workload, and offer to help if possible later or suggest another coworker who can assist.
There is a long line of customers, and a coworker is taking a long break. What would you do?
Prioritize assisting customers, inform your supervisor about the situation, and ask for help if needed.
You notice a box of heavy items is too high on the shelf for you to reach safely. What would you do?
Ask for a step stool or ladder, or request help from a coworker to safely place the box. Never try to lift it alone.
You notice a product on the shelf is damaged. What would you do?
Remove the damaged product from the shelf, notify your supervisor, and replace it with an undamaged item if available.
A customer complains about the behavior of another employee. What would you do?
Listen respectfully, thank them for sharing, and direct the concern to your supervisor or appropriate manager.
You notice a coworker is making mistakes on a shared project. What would you do?
Offer to help or clarify the process, and notify your supervisor if mistakes could affect outcomes.
A customer asks for a product that you know is faulty. What would you do?
Inform the customer about the issue, suggest an alternative or replacement, and follow store policy.
You are assigned to stock items, but the backroom is very messy and disorganized. What would you do?
Answer: Take a few minutes to organize the area first, separating items by type or section so stocking is easier and safer.
A customer is trying to use a coupon that is expired. What would you do?
Explain politely that the coupon has expired, and see if there are any current promotions or discounts you can offer instead.
A customer asks for a refund for an item they clearly damaged. What would you do?
Politely explain the store’s return policy, and offer any alternative solutions allowed by policy (exchange, store credit, etc.).
You realize you made a mistake that could affect your team. What would you do?
Admit the mistake promptly, inform your supervisor, and propose a solution to fix it. - It's okay, you can learn from it.
You are asked to multitask, but you feel overwhelmed. What would you do?
Prioritize tasks, ask for clarification on deadlines, and request support if necessary.
While stocking shelves, you notice an item is damaged or leaking. What would you do?
Remove the item from the shelf, inform your supervisor, and follow store procedures for disposing or returning damaged goods.
A customer asks you a question about a product you don’t know much about. What would you do?
Politely tell the customer you’re not sure, then check the product information, ask a coworker, or direct them to someone who can help.
A customer is having trouble understanding instructions. What would you do?
Repeat or simplify the instructions, use clear examples, or demonstrate if possible. Stay patient and calm.
Your supervisor gives you a task you’ve never done before. What would you do?
Ask clarifying questions, seek guidance if needed, and approach the task carefully while learning.
A customer asks you for advice between two similar products. What would you do?
Compare the products based on features, price, and customer needs, and help the customer make an informed choice.
You realize that a product is out of place on the wrong shelf while stocking. What would you do?
Move the product to the correct location and make a note if the shelf labels need updating to prevent future mistakes.
You see someone acting suspicious near the cash register. What would you do?
Stay observant, do not confront them directly, and alert a supervisor or security according to store policy.
A customer starts yelling at you for no reason. What would you do?
Stay calm, listen without interrupting, maintain professionalism, and seek help from a supervisor if necessary.
Your coworker asks you for help with a customer but you are busy. What would you do?
Stay calm, avoid taking sides, and if it continues to affect work, notify your supervisor.
You see a potential safety hazard in the workplace. What would you do?
Address it immediately if safe to do so (e.g., block area, clean spill), and report it to a supervisor.
You see a coworker struggling to lift heavy boxes. What would you do?
Offer help if you can, suggest using proper lifting techniques, or get a team member to assist safely.