Example response for question delving into Problem Solving with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Customer complaint: Briefly describe the customer complaint and the specific issue or problem they were facing
•  Listening & empathy: Explain how you actively listened to the customer's concerns and showed empathy towards their situation
•  Problem-solving: Describe the steps you took to address the customer's complaint and find a solution
•  Communication: Explain how you effectively communicated with the customer throughout the resolution process
•  Resolution & customer satisfaction: Share the outcome of the situation, including how you resolved the complaint and ensured customer satisfaction
•  Follow-up: Discuss any follow-up actions you took to prevent similar complaints in the future or to maintain a positive relationship with the customer

  What the Interviewer is trying to find out about you and your experiences through this question

•  Problem-solving skills: Assessing the candidate's ability to handle customer complaints and find effective solutions
•  Customer service skills: Evaluating the candidate's approach to resolving customer issues and ensuring customer satisfaction
•  Communication skills: Assessing the candidate's ability to effectively communicate with customers to understand their complaints and provide appropriate solutions
•  Conflict resolution skills: Evaluating the candidate's ability to handle difficult situations and resolve conflicts with customers in a professional manner
•  Empathy & patience: Assessing the candidate's ability to empathize with customers' concerns and demonstrate patience while resolving their complaints

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Blaming the customer: Avoid blaming the customer for the complaint, as it shows a lack of empathy and customer service skills
•  Lack of problem-solving skills: Avoid not providing a clear resolution or not demonstrating the ability to handle customer complaints effectively
•  Poor communication: Avoid not effectively communicating with the customer or not actively listening to their concerns
•  Lack of ownership: Avoid not taking responsibility for the issue or not following up to ensure customer satisfaction

 Related

  Other questions asked for the Sales Associate in Retail function. View details for the Sales Associate here

• Tell me about a time when you had to meet tight deadlines.
• Tell me about a time when you exceeded sales goals.
• Tell me about your previous experience in sales.
• How do you handle inventory management?
• Tell me about a time when you had to deal with a difficult coworker.
• How do you handle multiple tasks and prioritize your work?
• What is your approach to upselling and cross-selling?
• How do you handle cash transactions and ensure accuracy?
• How do you stay updated on industry trends and competitor activities?
• How do you handle sales returns and exchanges?
• How do you handle sales objections related to price?
• What is your approach to building a customer base?
• How do you handle difficult customers?
• What do you know about our products/services?
• What strategies do you use to meet sales targets?
• How do you build and maintain relationships with customers?
• What is your approach to visual merchandising?
• How do you handle objections during a sales pitch?
• How do you stay motivated in a sales role?